Koala
Customer Experience Specialist - Part-time (Retail)
Better furniture experiences, designed with the World in mind.
Customer Support
Part-time · 8 - 20 hours per week
Office | Sydney, NSW, AU
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
2 vacancies available
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Why Koala
Combining customer-centric products, a world-class technology and fulfilment platform, incredible customer service and social good; we are changing the way people buy and enjoy furniture to create happier, healthier habitats.
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'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?
Koala is only great when its employees are happy — and we’re one happy bunch with some Treehouse perks below: Generous time off - volunteer, parental, life leave to help keep your work-life balance; Tuesday lunches, Monthly barbies, socials and stocked kitchen; Pet-friendly office; Free Koala products with ‘mates rates’ for your friends and fam; EAP including unlimited sessions for financial, work, relationship, family or wellbeing support; L&D platform Juno, as well as individual and team growth budgets and dedicated days; Short-term incentive plans ensure you benefit as Koala succeeds; finally, we believe that simply doing ‘no harm’ isn’t good enough - we are BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding, 1% and so much more.
About the role
Koala is launching its first retail location in Australia at the Moore Park Supacentre in Sydney. We need passionate individuals to provide exceptional experiences to our customers. We are looking for someone who is naturally engaging, bringing positivity and vibrant energy to our pop-up environment. They will greet every customer with genuine enthusiasm, and be proactive in addressing customer needs and operational tasks.
Requirements
What key responsibilities does this role have @ Koala?
- Deliver a confident showcase of the Koala brand with a deep understanding of our story and ability to communicate this in an engaging way to customers
- The ability to work independently to manage all operational aspects of the pop up location. This includes, but is not limited to, opening and closing processes, manual process of stock management, following up with customers who have visited the store.
- Driving sales for all Koala products, including those not on display at the pop up, through meaningful interactions with customers
- A collaborative operating style with other departments in Koala to achieve the best outcomes for our customers and Koala.
- A passion for delivering exceptional, knock your socks off, experiences to customers in a face to face retail environment.
- Maintain high attention to detail, ensuring our retail space is immaculately presented at all times.
- Adapt to new directions or ideas and be able to proactively solve pain points for the operation or customer experience
- Ensure the space is safe for all visitors (customers, staff, and contractors) at all times by following safety guidelines and reporting any issues promptly.
- Be comfortable with manual handling, assembly of furniture and demonstrating features
Ideal background…
- 3+ years experience in a retail/ face to face customer service environment
- Comfortable working part-time hours, in Moore Park Supacentre
- Exceptional customer service skills with a natural ability to engage and energise a room
- Did we mention that empathy is a must have? Our customers are at the heart of our 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 in retailing/ customer service
- Experience working in a fast paced environment with minimal supervision
What you'll be responsible for
- 🛟
Query Handling
Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
- ⭐️
Customer Education and Onboarding
Assist customers in onboarding, provide education on product features, and give personalized support for success
- 👍🏼
Complaints Resolution
Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences
Skills you'll need
- ✍🏼
Written communication
Writes in a clear and structured format to convey information and ideas effectively to a target audience
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
- 🎙
Verbal communication
Speaks clearly to convey information effectively to a target audience
Meet the team
Applying with Hatch
Koala is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch