Koala is a high-growth e-commerce startup originating in Sydney, Australia. We provide furniture for the digital age and have become well known in Australia and Japan due to our approach to marketing & retail, which is more akin to a tech company.
In just over 6+ years in Japan, we have achieved significant growth and are only just getting started.
Mission
Better furniture experiences, designed with the world in mind. Combining customer-centric products, a world-class technology and fulfillment platform, incredible customer service, and social good; we are changing the way people buy and enjoy furniture in Japan to create happier, healthier habitats.
Why We Have This Role @ Koala
Our number one priority (after making amazing products) is the customer experience. We are a brand that deeply cares about our customers and strive to do anything to make them happy and completely satisfied.
Requirements
- Improve customer service experience by constantly assessing and developing service procedures, policies, and standards to ensure Koala's is always ahead in the industry.
- Analyze CS statistics and compile accurate reports on a weekly basis.
- Recruit, lead, coach, and motivate dedicated teams, located both onshore and offshore.
- Promote and nurture an environment where the CS team can excel through encouragement and empowerment.
- Monitor and improve efficiencies through all channels of service (emails, phone calls, showroom visitors, and chat requests) by assessing our customer's level of satisfaction and feedback.
- Develop processes to improve current customer service duties through the introduction or improvement of our systems and tools.
- Problem-solving on your own and liaising with management on critical issues.
- Close the customer feedback loop by continuously analyzing customers' insights and sentiments to promote re-purchase and positive WOM.
- Monitor resources and utilize assets to achieve qualitative and quantitative targets.
- Making sure high-standard customer services are offered 365 days.
Ideal Background...
- 5+ years of experience in providing customer service support (preferably online).
- Business English language skills and native Japanese language skills.
- Excellent knowledge of management methods and techniques.
- Working knowledge of customer service software, databases, and tools.
- Awareness of industry's latest technology trends and applications.
- Ability to think strategically and to lead.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Customer service experience and passion.
- Extremely organized with strong time management skills.
- Data-driven with a passion for analytics and insights.
- Ability to develop processes.
Benefits
Treehouse Perks and Privileges...
Koala is only as good as its employees are happy - and we're one happy international bilingual bunch. We offer our teams flexible hybrid working options and the freedom and autonomy to do their best work in a way that works for them from anywhere in the globe.
We believe in supporting the growth of our teams via our Learning Management platform Juno, as well as individual and team growth budgets and dedicated days. 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.
Koalities We Look For...
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 curious 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.
Honesty and selflessness drive everything we do, as well as a total focus on exceeding our customers' expectations.
If you feel like this could be you... well what are you waiting for? Drop us a line, and let's see what you've got ;)
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