This is a Customer Service Specialist role with Koala based in Sydney, New South Wales, Australia

-- Koala --

Role Seniority - Junior - A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.

More About The Customer Service Specialist Role At Koala

This 6-week contract, starting on the 2nd June, is designed to bolster our team during an upcoming sale period. You’ll play a key role in delivering exceptional service to Koala’s customers ensuring we continually surprise and delight them with every interaction with us across every platform. Our number one priority (after making amazing products) is the customer experience. We are a brand that deeply cares about our customers and we strive to do anything to deliver happiness and satisfaction.

Within our team we provide both exceptional inbound Customer Service and also outbound Customer Engagement roles, with our focus on building Customer Loyalty. We are looking for full-time customer service specialists to join Koala to support the team as the business is growing.

Requirements:

• Deliver high-class frontline customer service interactions and operations that meet or exceed our NPS/CSAT & CES targets
• Engage with our customers across a number of platforms: live chat, phone, email, social media enquiries & onsite showroom
• Responding to high volume customer enquiries, 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 centre 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 promotes our brand and products by being helpful and informative

Ideal background:

• 2+ years of experience in a customer service specialist (or similar) role within a call centre 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
• Did we mention that empathy is a must have? Our candidates are no different to our customers and are at the heart of the business and an empathetic approach is a must at every touchpoint
• 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 a plus!

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Key Responsibilities

• ⭐️ Customer Service
• 🛟 Query Handling
• 💬 Customer Feedback

Key Strengths

• 🎙 Verbal communication
• ✍🏼 Written communication
• 💡 Problem solving

Why Koala is partnering with Hatch on this role: Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Koala not with Hatch.