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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates exceptional customer service skills with a focus on active listening, problem-solving, and effective communication. Proficient in handling customer inquiries, returns, and warranty issues while promoting brand values.
Highest-signal resume keywords
Customer Service ExperienceActive ListeningVerbal And Written Communication SkillsProblem-SolvingExperience With Gorgias
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service MetricsHandling ReturnsWarranty SupportTicket ProcessingShopify Basics
Soft Skills
EmpathyGreat AttitudeWillingness To Learn
Tools & Technologies
GorgiasHelpdesk Software
Industry Keywords
Customer ExperienceCSATLive ChatPhone SupportEmail SupportSocial Media Engagement
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 1-2+ years of experience in a customer service specialist or similar role, with experience on phones
- Exceptional customer service, active listening, and well-developed verbal and written communication skills
- Professional phone voice
- Great attitude and willingness to learn and progress in your career
- Empathy
- Near-perfect grammar and English written and verbal skills
- Experience handling returns and warranties
- Problem-solving and liaising with management on critical issues
- Experience with Gorgias or similar helpdesks
- Shopify basics
- Located on the East Coast of the United States and able to work in the EST time zone
Benefits
Comp & perks- Generous time off, including Koala life leave, volunteer leave, and parental leave
- Free Koala products with ‘mates rates’ for friends and family
- Employee Assistance Program with unlimited sessions for financial, work, relationship, family, or wellbeing support
- Competitive 401k matching
- Comprehensive Anthem private health insurance plans
- Learning Management platform
- Individual and team growth budgets
- Dedicated career development days
- Volunteer days
- 1% program and SoftLanding membership