Customer Service Specialist

🕒 Yesterday

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Koala®

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

🏭 Manufacturing

🛍️ eCommerce

🛒 Retail

💰 Convertible Note - Koala on 2022-01

Manufacturing • eCommerce • Retail

Koala is an Australian-founded consumer furniture and home goods company that designs, manufactures, and sells flexible, sustainable mattresses and furniture direct-to-consumer. Founded in 2015, it operates globally from hubs in Australia, Japan, and the US and emphasizes circularity, sustainability, and customer experience through online retail, community programs, and corporate values focused on inclusion and environmental impact.

📋 Description

• Deliver high-class customer service interactions and operations that meet or exceed CSAT and other Customer Service Metrics • Engage with customers via live chat, phone, email, and social media • Respond to high-volume customer enquiries, requests, and communications • Proactively reach out to customers experiencing delivery or product-related issues • Support operational initiatives to improve the Customer Experience • Process tickets according to Koala’s protocols and processes • Identify opportunities to add value to every customer’s experience • Solve customer problems and complaints proactively • Support customers with returns or warranty needs • Promote Koala’s brand and products by being helpful and informative

🎯 Requirements

• 1-2+ years of experience in a customer service specialist or similar role, with experience on phones • Exceptional customer service, active listening, and well-developed verbal and written communication skills • Professional phone voice • Great attitude and willingness to learn and progress in your career • Empathy • Near-perfect grammar and English written and verbal skills • Experience handling returns and warranties • Problem-solving and liaising with management on critical issues • Experience with Gorgias or similar helpdesks • Shopify basics • Located on the East Coast of the United States and able to work in the EST time zone

🏖️ Benefits

• Generous time off, including Koala life leave, volunteer leave, and parental leave • Free Koala products with ‘mates rates’ for friends and family • Employee Assistance Program with unlimited sessions for financial, work, relationship, family, or wellbeing support • Competitive 401k matching • Comprehensive Anthem private health insurance plans • Learning Management platform • Individual and team growth budgets • Dedicated career development days • Volunteer days • 1% program and SoftLanding membership