Customer Experience Specialist

Koala is a global furniture brand bringing Australian design and innovation to the world. We create forward-thinking products that solve problems for people and homes everywhere, driven by our purpose to make the world a more comfortable place.

We’ve always believed in doing things differently, whether in the way we develop products, how we do people and culture, or the way we bring the brand to life. That mindset has fuelled our growth, helping us disrupt categories in ways that are creative, bold and often unexpected. While we’re a household name in Australia, our journey on the global stage is only just beginning.

Since launching in 2015, our furniture has reached homes across Australia, Japan, the US and the UK. As a B Corp-certified, customer-obsessed, and data-led company, we’re committed to revolutionising furniture for generations to come through design, innovation, and meaningful sustainability.

Role Description

Koala has launched its first retail location in Australia at the Moore Park Supacentre in Sydney. We need two passionate individuals on a Part Time contract basis (October to February) to provide exceptional experiences to our customers. We are looking for someone who is naturally engaging, bringing positivity and vibrant energy to our store environment. They will greet every customer with genuine enthusiasm, and be proactive in addressing customer needs and operational tasks.

Key Responsibilities

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 showroom. 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 in the showroom, 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

• 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

• Strong written and verbal communication

• Experience in retailing/ customer service

• Experience working in a fast paced environment with minimal supervision

• Comfortable with a weekend roster

Perks and Privileges

Koala is only great when its employees are happy; and we’re one happy bunch!

• Take a break - Generous time off - volunteer, parental, Koala life leave and more to help keep your work-life balance, balanced.

• Support & wellbeing - 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.

• Community & connection - We believe that simply doing ‘no harm’ isn’t good enough So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding, 1% and so much more.

All in all, the Koala Community is a great place to hang out and belong to!

Why Join Koala?

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 have no ego; we seek feedback that grows us; and we have a strong bias for action. 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 trying 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 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? Drop us a line, and let's see what you've got! ;)

There’s no such thing as a ‘perfect’ candidate, Koala is a place where everyone has opportunity. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. We’re an equal opportunity employer, and recognise that a diverse workforce is crucial to our success as a business.

To read more, check out our careers, LinkedIn, or the great work we do with Work180.