Customer Service Manager

Koala is a high growth ecommerce startup originating in Sydney, Australia. We provide furniture for the digital age, and have become well known in Australia and Japan because of 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 we're only just getting started!

Koala’s mission is: 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 in Japan people buy and enjoy furniture 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 we strive to do anything to make them happy and completely satisfied.

Requirements

What key responsibilities does this role have @ Koala?

• 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 the 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 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! Whether that’s working your own version of 9-6, working from home in your pajamas from time to time or hanging out at our Treehouse (this is what we call our office digs) in Omotesando, or enjoying the 20+ days annual leave (+generous time off for volunteer, parental, Koala life leave and more) you decide whatever helps you find your flow! The Treehouse has plenty of social activities to get involved with, including Thursday lunches, and help you get to know your fellow Koalas better as well as free Koala products for all employees - who better to shout from the tree tops how awesome our products are, right?! We also recognise that we can’t grow as a brand unless we support the growth of our teams so this is a strong focus for us via our Learning Management platform Juno, as well as individual and team growth budgets and dedicated days. Lastly and importantly 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. 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 Kommunity is a great place to hang out in and belong to!

Koalities we look for…

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 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. We're confident, but NEVER arrogant and we adapt to change uber quickly. Honesty and selflessness 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 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 recognize 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.