Customer Service Specialist

Koala is a global furniture brand focused on Australian design, innovation, and customer experience. The Customer Service Specialist provides exceptional inbound and outbound customer support across multiple platforms, handles high-volume enquiries and returns or warranty needs, and helps improve customer experience and operational processes.

Responsibilities:

• Deliver high-class customer service interactions and operations that meet or exceed our CSAT and other Customer Service Metrics
• Engage with our customers across a number of platforms: live chat, phone, email, social media enquiries
• Responding to high-volume customer enquiries, requests, and communications
• Proactively reach out to customers who are experiencing delivery/product-related issues
• 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 promotes our brand and products by being helpful and informative

Requirements:

• 1-2+ years of experience in a customer service specialist (or similar) role with experience on phones
• Exceptional customer service, active listening, and well-developed verbal and written communication skills, together with a professional phone voice
• Great attitude and willingness to learn and progress in your career
• Did we mention that empathy is a must-have?
• 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 Gorgias (Or similar helpdesks) and Shopify basics