Customer Experience Agent

Work for a loved Australian brand, born in Melbourne
- Collaborative team environment
- Generous discounts on Koko Black products

**Join the World of Koko Black - Where Exceptional Moments Meet Chocolate Magic**

At Koko Black, we are the leading artisans of the chocolate world, sourcing the finest natural ingredients from Australia and around the globe. We’re not just about making premium chocolate; we’re dedicated to crafting extraordinary experiences that delight and inspire. As we work to cement our place as Australia’s leading chocolate experience and the top choice for quality gifting, we are looking for passionate individual to join us as a **Customer Experience Agent**

In this role, you’ll be the vital link between our customers, internal teams, and delivery partners, ensuring every interaction is smooth, delightful, and true to our brand promise.

**What You'll Do**:

- Be the face of Koko Black across all customer touchpoints - phone, social media, online, retail, corporate, and wholesale - handling every query, feedback, and complaint with care and expertise.
- Provide exceptional service by promptly responding to customer enquiries, sharing key business information, and maintaining updated systems and reports.
- Act as the bridge between customers, production, and warehousing, ensuring seamless customer experiences across channels.
- Collaborate with our delivery partners to keep customers informed, manage and amend orders, and optimise stock availability and order fulfilment.
- Lead the Live Chat experience, driving customer loyalty, improving resolution rates, and achieving key performance targets.
- Proactively resolve issues, escalate when needed, and identify ongoing opportunities to enhance customer processes.
- Leverage insights from customers, partners, and employees to uncover what truly matters to our audience, and turn these insights into actionable improvements.
- Champion the voice of the customer within the company, influencing changes that enhance the customer journey and align with our Customer Value Proposition.
- Build strong relationships with delivery partners, streamlining processes with technology and AI to ensure high satisfaction and first-contact resolution.
- Educate customers on using our self-service platforms, including wholesale portals and corporate gifting options.
- Assist with stock management, troubleshoot freight issues, and ensure product availability across all channels.
- Respond to customer reviews on our website and Google My Business, promoting positive outcomes and strong customer connections.
- Support product setup, merchandising, and operations for our online and Corporate Wholesale Services (CWS) platforms.

**What We're Looking For**:

- A passion for delivering exceptional customer experiences.
- A proactive problem-solver with the ability to turn challenges into opportunities.
- A tech-savvy individual who thrives on using Ai and digital tools to enhance customer service.
- A collaborative team player who thrives in a fast-paced, dynamic environment.

**What You'll Bring to Koko Black**:

- ** Cool Under Pressure**: You stay calm, focused, and know how to prioritise when things get busy.
- ** Curious & Solution-Focused**: You ask the right questions, dive deep to find the root cause, and craft thoughtful solutions.
- ** Service-Oriented**: You take a proactive approach, resolving problems early and efficiently.
- ** Confident Communicator**: You engage comfortably with stakeholders to resolve requests and get things done.
- ** Customer-Centric**: Your "can-do" attitude and dedication to customer satisfaction shine in all that you do.
- ** Team Player**: You build strong, collaborative relationships with your team.
- ** Detail-Oriented**: You pride yourself on your sharp eye for detail and accuracy.
- ** Resilient & Adaptable**: You embrace change with a positive mindset and a willingness to adapt.
- ** Experienced**: Experience with Gorgias or similar platforms is a plus.

Bring your passion for customer experience and a drive to make things better, and help us continue creating extraordinary experiences at Koko Black

**Where to from here?**

If this glimpse into the world of Koko Black sparks something in you, we would love to hear from you

Even if you don't check every box above, we want to encourage you to introduce yourself and tell us how your work or life experiences make you a great fit for Koko Black and the role.

We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the better we will be at providing the best possible experience in the chocolate world.