Customer Service Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide exceptional customer service interactions and operations that meet or surpass CSAT and other Customer Service Metrics.

• Interact with customers through live chat, phone, email, and social media platforms.

• Address a high volume of customer inquiries, requests, and communications.

• Proactively reach out to customers facing delivery or product-related challenges.

• Assist in operational initiatives aimed at enhancing the Customer Experience.

• Process tickets in accordance with Koala’s established protocols and procedures.

• Identify opportunities to enhance the value of each customer's experience.

• Resolve customer issues and complaints in a proactive manner.

• Assist customers with returns or warranty inquiries.

• Advocate for Koala’s brand and products by being informative and helpful.

⛳️ Requirements

• 1-2+ years of experience in a customer service specialist role or a similar position, with phone experience.

• Outstanding customer service skills, active listening ability, and strong verbal and written communication skills.

• Professional phone demeanor.

• Positive attitude and eagerness to learn and advance in your career.

• Empathetic nature.

• Nearly flawless grammar and proficiency in English, both written and spoken.

• Experience managing returns and warranties.

• Problem-solving skills and ability to communicate with management regarding critical issues.

• Familiarity with Gorgias or comparable helpdesk systems.

• Basic knowledge of Shopify.

• Residing on the East Coast of the United States and available to work in the EST time zone.

🏝️ Benefits

• Generous time off, including Koala life leave, volunteer leave, and parental leave.

• Complimentary Koala products with ‘mates rates’ for friends and family.

• Employee Assistance Program offering unlimited sessions for support on financial, work, relationship, family, or wellbeing matters.

• Competitive 401k matching.

• Comprehensive Anthem private health insurance plans.

• Learning Management platform access.

• Individual and team growth budgets.

• Dedicated career development days.

• Volunteer days.

• 1% program and SoftLanding membership.