Customer Service Specialist Job at Koala (Sydney)

Customer Service Specialist

Koala

Location:
Australia , Sydney

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job 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.

Job Responsibility:

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

Requirements:

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
Empathy is a must have
You love people and thrive on supporting them
Near perfect grammar, english written and verbal skills

What we offer:

Hybrid working - ~3 days back in the Alexandria Treehouse (office) and work from home
Generous time off - volunteer, parental, Koala life leave and more
Fully stocked kitchen with an emphasis on healthy local produce
Pet-friendly Treehouse
Free Koala products with ‘mates rates’ for your friends and fam
Access to Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support
Support for internal growth and career acceleration
BCorp Certified, WWF Partnership, volunteer days

Additional Information:

Job Posted:
January 06, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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