Customer Experience Specialist

Customer Experience Specialist

Sleeping Duck was founded in 2014 by engineers Winston Wijeyeratne and Selvam Sinnappan and is now one of Australia's fastest growing startups - and that's particularly unique because we design our own concept products entirely in house.

Ground-breaking, engineer led, in-house product design. Real sleep science. Transparency. Honesty. Value. And a commitment to passionate, exemplary customer connection, service and support. We are a multi award winning product company that is reinventing the way Australian's improve their sleep quality through better and more accessible high quality bedroom products.

Our team is exceptionally driven. We are led closely by our experienced founders and foster a strong inclusive culture. We are unified in our vision for reinventing the sleep product space to make better sleep accessible for everyone, no matter who you are. It is an exciting place to work because everyone at Sleeping Duck wants to do exceptional things.

We do almost everything in house which gives us a rare sense of unity of purpose in our vision to make better products and experiences for our customers. Our 60+ person team is very passionate, and includes Product Development, Story and Marketing, Supply Chain, Customer Experience and Technology.

We have significant expansion plans taking place over the next two years – making it a very exciting time for a new Customer Experience Specialist to join the team and be part of this journey.

Customer Experience @ Sleeping Duck

Our award-winning Customer Experience team sits at the heart of the company. Our mission is to consistently deliver high quality, timely and memorable world-class customer experience for each and every customer.

How do we achieve that? Our team believes in transparency with our customers and helping them through the entire purchase process to ensure a smooth and seamless experience. This includes helping customers understand our products, assisting with a pre-sale enquiry, liaising with our supply chain team and delivery partners to ensure orders are on track, and assisting the customer with any post-sale support such as customising the product.

We are not your typical sales contact centre. We are all about creating an unforgettable experience for our people and our customers. We empower customers by educating and having honest conversations to form genuine connections, prioritising the quality of the experience over the speed of it.

What's the role all about?

Our CX Specialists sit at the heart of the Sleeping Duck, managing a variety of pre and post sale enquiries from customers. We are a passionate team who work together to deliver great customer experiences. You do not need to have a sales background to be great at this job

Due to the nature of the role, the successful candidate will work the majority of the week from our office SDHQ (Prahran). After a successful probation period, a proportion of the time as hybrid hours may be negotiated as the role progresses.

• Manage a variety of inbound customer enquiries including, but not limited to; phone calls, sms, emails, live chat, socials, face to face in our Showroom space.
• Engage and build relationships with our customers through the pre-sale and post-sale journey.
• Identify recurring issues and report them to the wider business.
• Continuously learn and improve on your own skills.
• Innovate to improve on the current experience.
• We have opportunities for leadership growth within the team.

If you don't tick every box, please don't count yourself out just yet. We're all about hiring the right person rather than ticking boxes – so if this role resonates with you, please apply

• Great communicators with active listening skills that can identify customer needs and provide appropriate solutions
• Qualities such as empathy, open-mindedness and ambition
• A warm energy, and enthusiasm to learn
• Ability to adapt in a fast moving environment
• Be tech-savvy
• Availability to work one weekend day on a rotating roster if required
• Enthusiastic and passionate - we love what we do and we want a team player who loves what they do

• An opportunity to be part of our evolving story and join an innovative and fast growing Melbourne born startup
• The team is really passionate about what they do, they have an open-minded, forward-thinking and inclusive culture
• Amazing employee benefits, wellness days, events, learning and development budget and generous leave entitlements
• To really live the SD life we will gift you a mattress to take home after your successful 6 months probation with generous discounts for family and friends

If you are interested, please submit your resume and cover letter and leave us a duck emoji somewhere in your application so we know you've made it this far.

It doesn't matter if you're a side-sleeper, a back sleeper or an insomniac, we welcome sleepers of all backgrounds at Sleeping Duck. We're proud to recruit, develop, celebrate, and retain the most talented individuals from a variety of backgrounds.