Customer Service Specialist

Koala is a global furniture brand bringing Australian design and innovation to the world. We create forward-thinking products that solve problems for people and homes everywhere, driven by our purpose to make the world a more comfortable place.

We’ve always believed in doing things differently, whether in the way we develop products, how we do people and culture, or the way we bring the brand to life. That mindset has fueled our growth, helping us disrupt categories in ways that are creative, bold and often unexpected. While we’re a household name in Australia, our journey on the global stage is only just beginning.

Since launching in 2015, our furniture has reached homes across Australia, Japan, the US and the UK. As a B Corp-certified, customer-obsessed, and data-led company, we’re committed to revolutionising furniture for generations to come through design, innovation, and meaningful sustainability.

Role Description

Your mission: At Koala, our number one priority (right after making amazing products) is the Customer Expereince. We exist to surprise and delight our customers at every interaction, going above and beyond to deliver happiness and satisfaction.

What you will do: We are looking for full-time Customer Service Specialists to join our growing team. This role is dynamic; you will provide exceptional inbound support (resolving enquiries) while driving outbound engagement (building loyalty) to ensure our customers feel valued long after checkout.

If you are looking to master the art of customer service within a brand that genuinely cares, this is your opportunity to contribute to a high-performing team.

Key Responsibilities

• Deliver high-class frontline customer service interactions and operations that meet or exceed our Customer Satisfaction 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 center 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

Treehouse Perks and Privileges

Koala is only great when its employees are happy — and we’re one happy bunch!

• Hybrid working - We’re mixing it up with ~3 days back in the Alexandria Treehouse (office) and work from home.

• Take a break - Generous time off - volunteer, parental, Koala life leave and more to help keep your work-life balance, balanced.

  Treehouse goods - Fully stocked kitchen with an emphasis on healthy local produce, think bougie brekky, salad bar, kombucha on tap, monthly barbies and more.

• Pet-friendly - The Koala Treehouse is as pet-friendly as they get!

• Surprise & delight - The two-word combo at the core of everything we do. All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam.

• Support & wellbeing - Our employee experience respects and embraces all families, formed, found and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support.

• Accelerate your career - We support internal growth. We look for people who want to master their craft, with opportunities to step into senior or specialised roles as you demonstrate excellence and consistency.

• Community & connection - We believe that simply doing ‘no harm’ isn’t good enough So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, 1% and so much more.

All in all, the Koala Kommunity is a great place to hang out and belong to!

Koalities We Look For

At Koala, we do things a little differently and we don’t shy away from the fact that we expect a lot from our employees! We are ambitious. We are curious. We are selfless. We want you to challenge expectations, always look to make a difference and give us something different from the norm. We want people that bring great energy, that have a long-game focus and are always trying to find new angles and approaches to the way we work. We're a team full of entrepreneurial spirit and have a relentless focus on 'what's next' but while always reviewing 'what's been done' and learning, growing and adapting. We're confident, but NEVER arrogant and we adapt to change like Steve Smith under a short ball. Honesty and empathy drive everything we do, as well as a total focus on exceeding our customers’ expectations. So if you feel like this could be you... well what the bloody hell are you waiting for? Drop us a line, and let's see what you've got! ;)

There’s no such thing as a ‘perfect’ candidate, Koala is a place where everyone has opportunity. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. We’re an equal opportunity employer, and recognise that a diverse workforce is crucial to our success as a business.