Customer Service Manager - South Korea
Koala, South Korea
Job Description
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 and retail which is more akin to a tech-company. Our mission is to become the smartest way to buy high-quality furniture online. Combining customer-centric products, a world-class technology and fulfilment platform, incredible customer service and social good, we are changing the way people buy and enjoy furniture.
Why we have this role @ Koala
Based on our success in Australia and Japan, we are expanding our business to Korea. 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
Key responsibilities.
- Improve customer service experience by constantly assessing and developing service procedures, policies and standards to ensure Koala’s is always ahead in the industry,
- Analyse 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 analysing customers’ insights and sentiments to promote re-purchase and positive WOM,
- Monitor resources and utilise assets to achieve qualitative and quantitative targets.
Ideal background
- 5+ years experience in providing customer service support (preferably online)
- Bilingual - Native Korean and Business English language skills or above
- 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 organised 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 globally growing bunch! We offer our teams flexible working options with the freedom and autonomy to do their best work in a way that works for them. Whether that’s hanging out in our Treehouse (this is what we call our office) in Gangnam Business District, casual Fridays every day, or enjoying the 20 days annual personal leave, you decide whatever helps you find your flow! The Treehouse has plenty of activities to get involved with and help you get to know your fellow Koalas better, as well as Koala products for employees and discounts for family and friends. 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. At Koala, we support the whole you! Our employee experience respects and embraces all families, formed, found and evolving; and we're an inclusive workplace that celebrates diversity. Finally, we believe that simply doing ‘no harm’ isn’t good enough and business can only thrive if society and nature thrive too. How are we doing our part? BCorp Certified, WWF Partnership, 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 out of the norm. We want people who bring great energy, have a growth mindset 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 super adaptable. Ambition, curiosity and selflessness drive everything we do, as well as a total focus on exceeding our customers’ expectations; surprisin