Customer Relations Specialist

Since 1977, King Living has pioneered quality Australian design, continually pushing the boundaries of what furniture can achieve.

Designed to adapt to our changing lives and last for generations, our furniture marries the power of innovation with traditional handcrafted methods.

King Living has expanded from a homegrown business into a global brand. A family owned and run Australian company headquartered from our Support Office in Sydney, our Showrooms and manufacturing centres span Australia, New Zealand, United Kingdom, Canada, Singapore, Malaysia, USA, China and Thailand.

At King Living, we are dedicated to creating simplicity and balance in both our living spaces and our work environment. We take pride in our past accomplishments and are thrilled by the possibilities of the future.

The Opportunity

We're looking for a proactive and solutions-focused Customer Relations Specialist – Reputation Management to join our Customer Relations team. In this critical role, you'll be the advocate for our customers while safeguarding and enhancing King Living's brand reputation across multiple platforms including Trustpilot, Google Reviews, and Product Reviews.

This is more than a Customer Service role—it's an opportunity to directly influence customer satisfaction, brand perception, and business improvement, using Salesforce Customer 360 and AI-enabled tools to drive timely, creative resolutions.

The Role

• Take ownership of customer reviews and cases across multiple channels, ensuring timely, empathetic responses.
• Resolve escalated warranty, service, and delivery issues with innovative problem-solving and clear communication.
• Apply Salesforce Customer 360 to track cases and maintain a complete customer journey view.
• Use AI tools and automation to improve resolution speed, accuracy, and customer messaging.
• Encourage editing or removal of negative reviews where appropriate, always upholding King Living values.
• Communicate consistently with customers through calls, emails, and digital platforms, keeping them informed at every step.
• Collaborate with Service Technicians, Logistics, Product and Operations to coordinate solutions.
• Identify complex or high-risk cases, escalating appropriately while maintaining ownership.
• Provide accurate product knowledge and education to customers on warranties, materials, and care.
• Contribute to process improvements and knowledge base development to improve future service quality.

About You

• Proven experience in customer service, ideally in furniture, retail, or service industries.
• Confident in conflict resolution, case ownership, and managing reviews across digital platforms.
• Skilled in Salesforce Customer 360 or similar CRM platforms.
• Strong understanding of warranties, consumer guarantees, and product issue resolution.
• A natural communicator with exceptional verbal and written skills, across both voice and digital channels.
• Comfortable working in a fast-paced, high-volume environment with strong organisational skills.
• A team player who collaborates with others while also taking initiative to work autonomously.
• Positive, adaptable, and committed to delivering customer-first solutions.

Why You will Love Working with Us

• Daily Perks: freshly brewed coffee from our onsite barista - fuel your day with a perfect cup.
• Generous Discounts: handsome employee and family & friends discounts on our premium products.
• Family First: paid parental leave to support you through all stages of life.
• Career Growth: be part of a fast-growing, innovative company that values your professional development.
• Collaborative Culture: join a supportive, values-driven team that celebrates passion, integrity, collaboration and innovation.
• Fun, Engaging Environment: regular team events and opportunities to connect, learn and grow.

Our Values - More than Just Words

Passion, Integrity, Collaboration and Innovation are the heartbeat of King Living. These values guide everything we do, from the products we design to the culture we foster. If you share our values, you will thrive here.

Our hiring decisions are not only based on your experience and skills, but your passion, attitude and alignment to our core values.

King Living is an equal opportunity employer — all applicants will be considered regardless of your race, sexuality, religion, colour, gender identity or parental status.