Technical Customer Care Specialist providing remote technical support for Cox Automotive products. Engaging with clients through multiple communication channels to resolve product issues.
About the role
- Customer Service Specialist providing support at Koala, a global furniture brand. Engage with customers to enhance their experience through various platforms, ensuring satisfaction with their orders.
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
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
- 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
Benefits
- Hybrid working - We’re mixing it up with ~3 days back in the Alexandria Treehouse (office) and work from home.
- Generous time off - volunteer, parental, Koala life leave and more to help keep your work-life balance, balanced.
- Fully stocked kitchen with an emphasis on healthy local produce, think bougie brekky, salad bar, kombucha on tap, monthly barbies and more.
- The Koala Treehouse is as pet-friendly as they get!
- All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam.
- 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.
- 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.
- We believe that simply doing ‘no harm’ isn’t good enough.
Job title
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Experience level
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Degree requirement
Location requirements
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