Customer Service Specialist
Hatch
Customer Service
Macquarie Park NSW 2113, Australia · Davao City, Davao del Sur, Philippines · Australia
Posted on May 24, 2025
This is a Customer Service Specialist role with Koala based in Sydney, NSW, AU
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!
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Koala team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
A Final Note: This is a role with Koala not with Hatch.
- Koala --
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!
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Koala team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
- 🌟 Deliver high-class customer service
- 📞 Engage with customers
- 🔄 Process customer returns
- 💼 Customer service experience
- 🗣️ Communication skills
- 🧩 Problem-solving skills
- 🛒 Experience with eCommerce tools
- ❤️ Empathy
- 🌱 Adaptability
A Final Note: This is a role with Koala not with Hatch.