Customer Service Representative

3 weeks ago

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

Koala's mission is centered around delivering exceptional customer experiences, designed with the world in mind. We combine customer-centric products, a world-class technology and fulfillment platform, and incredible customer service to create happier, healthier habitats.

This role is a key part of our team, and we're looking for a skilled customer service specialist to join us. You'll play a crucial role in delivering outstanding service to our customers, ensuring we continually surprise and delight them with every interaction.

We're a brand that deeply cares about our customers, and we strive to do everything to deliver happiness and satisfaction. Our number one priority is the customer experience, and we're committed to exceeding our customers' expectations.

Key Responsibilities
  • Deliver high-class frontline customer service interactions and operations that meet or exceed our NPS/CSAT & CES targets
  • Engage with our customers across multiple platforms, including live chat, phone, email, social media, and onsite showroom
  • Respond to high-volume customer inquiries, 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 center 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
What We're Looking For
  • 2+ years of experience in a customer service specialist (or similar) role within a call center 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, as we strive to understand and meet our customers' needs
  • 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 is a plus
Perks and Privileges
  • Flexible working arrangements, including WFB/Hybrid and remote work options
  • Generous time off, including volunteer, parental, and Koala life leave
  • Tuesday lunches, monthly barbies, socials, and a stocked kitchen
  • Pet-friendly work environment
  • Surprise and delight with free Koala products and mates' rates
  • Employee Assistance Program for financial, work, relationship, family, or wellbeing support
  • Learning and development opportunities through our Learning Management platform, Juno
  • Short and long-term incentive plans to ensure you benefit as Koala succeeds
  • Community and connection through BCorp Certified, WWF Partnership, volunteer days, and more

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