Customer Experience Specialist

About the role

Coco Republic, a design destination with showrooms across Australia and New Zealand, is looking for a Customer Service Specialist to join its Customer Care team at the Alexandria Head Office. The role sits at the centre of the customer journey: handling enquiries by phone, email, chat and ticketing systems, working with showrooms, logistics, service and operations teams, and delivering timely outcomes for clients and stakeholders. It is an office-based, five-day-per-week position.

Key responsibilities

• Deliver first-call resolution, owning each enquiry from start to finish
• Manage inbound and outbound enquiries by phone, email, chat and ticketing systems
• Handle live phone queues and online chats while managing several active cases
• Navigate and update multiple ERP and CRM systems accurately and efficiently
• Prioritise and act on enquiries in a high-volume environment where priorities shift quickly
• Work with showrooms, operations, logistics and specialist teams, escalating when needed
• Maintain clear, professional written communication with customers and internal teams
• Meet and exceed individual and team KPIs, quality measures and performance targets

Required profile

• Proven experience in customer service, administration, retail or hospitality
• Quick learner, able to work independently once trained within a supportive team culture
• Strong organisation and time management, able to juggle competing priorities
• Solution-focused, resilient and committed to a high standard of customer experience

Required skills

• Confident use of computers and digital systems; comfortable with ticketing platforms, ERPs, shared documents, email and browsers
• Professional written communication and polished phone manner
• Ability to manage live call queues calmly and effectively

What we offer

• Ongoing learning and career development opportunities
• Staff discounts on Coco Republic products
• Employee Assistance Program access
• Paid parental leave and a commitment to work-life balance