Koala®

Customer Support

• 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

Customer Service Specialist

• Deliver high-class frontline customer service interactions and operations meeting or exceeding Customer Satisfaction targets
• Manage UK customer contact across live chat, phone, email, social media, and other channels
• Handle high-volume customer enquiries with ownership, pace, and attention to detail
• Act as a senior point for complex, sensitive, or escalated cases
• Provide proactive service recovery
• Own refunds, returns, warranty, aftercare case handling, and related administration within company policies and assigned authority
• Maintain accurate case, order, and customer records
• Represent Koala professionally in the UK market while applying global CX standards and brand voice
• Work independently during UK business hours under direction from the Senior Manager in Australia
• Collaborate with the UK team in the London hybrid environment
• Analyse contact drivers, refunds, warranty trends, recurring pain points, and other market signals
• Produce UK market and CX insights for leadership
• Support UK and global CX initiatives, process changes, and peak-period priorities
• Support onboarding and training of new Customer Service team members
• Share knowledge, feedback, and best practices with colleagues
• Develop toward potential future team leadership responsibilities

Senior Customer Service Specialist

Supply Chain

• Own the end-to-end supply planning lifecycle for an allocated portfolio of products, suppliers and markets
• Translate demand forecasts into executable supply and replenishment plans
• Generate and manage purchase orders, inbound supply and projected inventory availability
• Identify and resolve stockout, excess inventory and supply continuity risks through exception management
• Partner with suppliers and internal stakeholders on lead times, production plans and supply constraints
• Use data and analytics to identify supply and inventory risks
• Develop reporting and insights to improve inventory, replenishment and planning decisions
• Identify opportunities to simplify or automate planning using AI, data and internally built tools
• Support exception-based and increasingly automated planning processes
• Contribute to continuous improvement of Koala's planning processes
• Manage inventory performance across availability, stock cover, working capital and inventory risk
• Analyse over-invested, under-invested and slow-moving inventory
• Develop recommendations to reduce excess inventory and improve inventory health
• Support inventory scenario modelling and provide visibility of risks and opportunities
• Own supply planning for new product launches
• Manage inventory through product transitions, substitutions and range changes
• Develop and execute inventory run-down strategies for exiting and discontinued products
• Manage final-buy decisions to minimise residual and obsolete inventory
• Partner with Category, Demand Planning and Commercial teams across the product lifecycle

Customer Service Specialist

Senior Customer Service Specialist

Supply Planning, Inventory Analyst