Customer Service Specialist

1 month ago

Sydney, New South Wales, Australia Koala Full time
About Koala

Koala is a company that prioritizes customer experience and strives to deliver happiness and satisfaction. We are a brand that deeply cares about our customers and aims to exceed their expectations.

Job Description

We are seeking a Customer Service Specialist to join our team. As a Customer Service Specialist, you will be responsible for delivering high-class frontline customer service interactions and operations that meet or exceed our NPS/CSAT & CES targets. You will engage with customers across multiple platforms, including live chat, phone, email, social media, and onsite showroom.

Key Responsibilities
  • Deliver exceptional customer service interactions and operations that meet or exceed our NPS/CSAT & CES targets
  • Engage with customers across multiple platforms, including live chat, phone, email, social media, and onsite showroom
  • Respond to high-volume customer enquiries, requests, and communications
  • Proactively reach out to customers who have recently received their order and engage to obtain feedback around their end-to-end experience
  • Process customer returns and warranties focusing on the customer service recovery paradox
  • Deliver contact centre services that achieve or exceed OKRs
  • Support the implementation of operational initiatives to continually improve the Customer Experience
  • Process tickets according to Koala's protocols and processes
  • Identify opportunities to add value to every customer's experience
  • Be proactive in your approach to solving customer problems and complaints
  • Support customers through any return or warranty needs
  • Continually promote our brand and products by being helpful and informative
Requirements
  • 2+ years of experience in a customer service specialist (or similar) role within a call centre environment
  • Exceptional customer service, active listening, and well-developed verbal and written communication skills, together with a professional phone voice
  • Experience in a high-volume fast-paced inbound and outbound phone environment
  • Great attitude and willingness to learn and progress in your career
  • Empathy is a must-have; our candidates are no different to our customers and are at the heart of the business
  • You love people and thrive on supporting them
  • Near-perfect grammar, English written and verbal skills
  • Experience handling returns and warranties
  • Problem-solving and liaising with management on critical issues
  • Experience with eCommerce Tools or Shopify a plus
Benefits
  • WFB/Hybrid working - We're mixing it up with a couple of days back in the Alexandria Treehouse (office) and work from bed/home (WFB); we want you to do your best work the way that works for you
  • Take a break - Generous time off - volunteer, parental, Koala life leave and more to help keep your work-life balance, balanced
  • Tuesday lunches, Monthly barbies, socials and stocked kitchen - With an emphasis on healthy, local and organic produce
  • Pet-friendly - The Koala Treehouse is as pet-friendly as they get
  • Surprise & delight - The two-word combo at the core of everything we do. All Koalas can expect to enjoy free Koala products with 'mates rates' for your friends and fam
  • Support & wellbeing - Our employee experience respects and embraces all families, formed, found and evolving. You'll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support
  • Accelerate your career - via our Learning Management platform Juno, as well as individual and team growth budgets and dedicated days
  • Short and long-term incentive plans ensure you benefit as Koala succeeds
  • Community & connection - We believe that simply doing 'no harm' isn't good enough So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding, 1% and so much more
  • All in all, the Koala Kommunity is a great place to hang out and belong to

  • Customer Service Specialist

    3 weeks ago

    Sydney, New South Wales, Australia ignite Full time

    Customer Service SpecialistIgnite is seeking a skilled and motivated Customer Service Specialist to join their Sydney team. As a Customer Service Specialist, you will play a crucial role in ensuring the highest level of customer satisfaction by delivering exceptional technical support and service for our clients analytical instruments and systems.Key...

  • Customer Service Specialist

    4 weeks ago

    Sydney, New South Wales, Australia ignite Full time

    Customer Service SpecialistIgnite is seeking a skilled and motivated Customer Service Specialist to join their Sydney team. As a Customer Service Specialist, you will play a crucial role in ensuring the highest level of customer satisfaction by delivering exceptional technical support and service for our clients analytical instruments and systems.Key...

  • Customer Service Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Woolworths Group Full time

    About this role:We're seeking a Customer Service Specialist to join our team. As a Customer Service Specialist, you'll be the face of our store, providing excellent customer service and ensuring a great shopping experience for our customers.Responsibilities:Provide exceptional customer service and support to our customersAssist with stock management and...

  • Customer Service Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Perpetual Full time

    At Perpetual, we're seeking a highly skilled Customer Service Specialist to join our team. This role is an exciting opportunity to provide exceptional service to our clients, ensuring they receive timely and accurate support.The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work in a fast-paced...

  • Customer Service Specialist

    1 day ago

    Sydney, New South Wales, Australia Randstad Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Specialist.Job DescriptionThis is an excellent opportunity for someone who thrives in fast-paced environments and has a genuine passion for delivering exceptional customer service. As a Customer Service Specialist, you will be responsible...

  • Customer Service Specialist

    3 weeks ago

    Sydney, New South Wales, Australia Interactive Full time

    At Interactive, we're looking for a talented Customer Service Specialist to join our team. As a key member of our Service Desk, you'll be the first point of contact for our customers, providing Level 1 support and ensuring cases are escalated to the relevant Engineer or Account Manager.Key Responsibilities:Providing exceptional customer service and...

  • Customer Service Specialist

    2 weeks ago

    Sydney, New South Wales, Australia TR3 Recruitment Full time

    We are seeking a Customer Service Specialist to join our team in Port Pirie, SA. Key Responsibilities:Deliver exceptional customer experience to customers, helping them understand banking tools and transactions.Liaise confidently with customers and build rapport quickly.Work in a customer-focused, retail banking environment.About the Role:This is an exciting...

  • Customer Service Delivery Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Symbio Holdings Limited Full time

    Job Title: Customer Service Delivery SpecialistSymbio Holdings Limited is seeking a skilled Customer Service Delivery Specialist to join our team. As a key member of our customer-facing team, you will be responsible for the end-to-end management of customer provisioning and delivery orders.Key Responsibilities:Ensure the timely and accurate fulfillment of...

  • Customer Service Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Officeworks Full time

    About UsAt Officeworks, we're a team of passionate individuals who make a difference in our customers' lives. Our focus is on delivering exceptional customer service, and we're looking for like-minded team members to join us in this journey.The RoleWe're seeking part-time team members to join our Albury store team. As a customer service specialist, you'll...

  • Appliance Service Technician

    4 weeks ago

    Sydney, New South Wales, Australia Fisher & Paykel Customer Services Pty Ltd Full time

    About the RoleFisher & Paykel Customer Services Pty Ltd is seeking a skilled Appliance Service Technician to join our Sydney team. As a key member of our team, you will be responsible for delivering exceptional customer service and ensuring the highest level of product knowledge.Key Responsibilities:Repair and test appliances to ensure customer...

  • Service Agreement Specialist

    2 months ago

    Sydney, New South Wales, Australia Wohn-Service-Team Full time

    About the RoleWe are seeking a highly skilled Service Agreement Specialist to join our team at Wohn-Service-Team. As a Service Agreement Specialist, you will play a crucial role in drafting and negotiating Service Agreements for our clients in the property styling industry.Key ResponsibilitiesDraft and review Service Agreements to protect our clients'...

  • Customer Service and Sales Specialist

    1 week ago

    Sydney, New South Wales, Australia Telstra Full time

    At Telstra, we're seeking a Customer Service and Sales Specialist to join our team in Castle Towers. As a Retail Consultant, you'll deliver an exceptional customer experience, providing solutions to customers' telecommunications needs.About the RoleWe're an iconic Aussie brand with a global footprint, and our purpose is to build a connected future for...

  • Fashion Customer Service Specialist

    10 hours ago

    Sydney, New South Wales, Australia Remote Staff Full time

    Deliver exceptional customer service as a key member of our team at Remote Staff. As a Fashion Customer Service Specialist, you will be the face of our brand, ensuring that every interaction with our customers is seamless and satisfying.

  • Customer Service and Administration Specialist

    4 weeks ago

    Sydney, New South Wales, Australia FourQuarters Recruitment Full time

    Job Title: Customer Service and Administration SpecialistJob Summary: We are seeking a highly skilled and experienced Customer Service and Administration Specialist to join our team. The successful candidate will be responsible for providing exceptional customer service, maintaining accurate records, and performing administrative tasks.Key...

  • Customer Service Specialist

    3 weeks ago

    Sydney, New South Wales, Australia ALLIANZ AUSTRALIA SERVICES PTY LTD Full time

    About the RoleWe're seeking a skilled Customer Service Specialist to join our team at Allianz Australia Services Pty Ltd. As a key member of our customer-facing team, you will be responsible for providing exceptional support to customers and ensuring their needs are met.Key ResponsibilitiesAct as a technical referral and escalation point for claims staff,...

  • Customer Service Liaison Specialist

    10 hours ago

    Sydney, New South Wales, Australia Humanity Health Group Full time

    About the RoleWe're seeking a highly skilled and enthusiastic Customer Service Liaison Specialist to join our team. In this role, you will be the first point of contact for our clients and will be responsible for maintaining a professional demeanor, providing exceptional customer service over the phone and via email.

  • Customer Service Specialist

    3 days ago

    Sydney, New South Wales, Australia Hanes Australasia Full time

    Role OverviewWe are seeking a highly motivated Customer Service Specialist to join our team at Bras N Things Settlement City store in Port Macquarie.This is a casual position requiring flexibility to work day/nights and weekends across a Mon-Sunday roster.About the RoleThe ideal candidate will have a passion for retail and customer service, with the ability...

  • Customer Service Operations Specialist

    6 days ago

    Sydney, New South Wales, Australia Garvan Research Foundation Full time

    The Garvan Research Foundation is seeking a Customer Service Operations Specialist to drive customer satisfaction and loyalty through interactions with existing and potential supporters.About the RoleThis vital role within the Supporter Services Office is responsible for delivering best-in-practice customer service, building relationships and increasing...

  • Customer Service Specialist

    3 weeks ago

    Sydney, New South Wales, Australia Telstra Full time

    Job SummaryWe are seeking a highly motivated and passionate Service Desk Analyst to join the Service Assurance Operations Team at Telstra.This is a permanent full-time position, based in Canberra / Paddington (Sydney).As a Customer Service Specialist, you will play a crucial role in fulfilling and resolving requests raised by Defence customers. Your primary...

  • Customer Service Specialist

    2 weeks ago

    Sydney, New South Wales, Australia T2 Tea Full time

    At T2 Tea, we are seeking a Customer Service Specialist to join our passionate team at Wynard Place.About the roleProvide world-class customer service experience to every customer, continually expanding your knowledge of products and becoming a tea and brewing expert.Manage high volumes of stock and undertake visual merchandising to provided standards.Take...