Customer Experience Specialist

About Coco Republic

Coco Republic is a premier design destination, known for curating interiors that exude timeless elegance, sophistication, and effortless style. With showrooms across Australia and New Zealand, our brand is synonymous with timeless design, impeccable service, and beautifully crafted furniture. While we are deeply proud of our products, it is our people who bring the Coco Republic experience to life - a collective of passionate, creative, and driven individuals who inspire our clients every day.

About The Role

Are you someone who thrives in a fast‑paced, client focused environment? We’re seeking a confident and capable Customer Service Specialist to join our Customer Care team at our Alexandria Head Office.

This role sits at the centre of the customer journey. You’ll manage client enquiries across phone, email, chat and digital platforms, navigate multiple internal systems, and work closely with showrooms, logistics, service, and operations teams to deliver timely and effective end to end outcomes and support for clients and stakeholders.

This position is well suited to someone who is highly organised, technically confident, quick to learn, and comfortable taking ownership. While strong support and training are provided, success in this role requires initiative, accountability, and the ability to manage changing priorities with confidence.

What You’ll Do

• Deliver first call resolution, taking ownership of customer enquiries from start to finish.
• Manage inbound and outbound customer enquiries via phone, email, chat and ticketing systems.
• Confidently handle live phone queues and online chat's while managing multiple active cases.
• Navigate and update multiple ERP and CRM systems accurately and efficiently.
• Assess, prioritise, and action enquiries in a high volume environment where priorities can shift quickly.
• Work closely with internal stakeholder, including showrooms, operations, logistics, and specialist teams, to resolve enquiries and escalate when required.
• Maintain clear, professional written communication with customers and internal teams.
• Meet and exceed individual and team KPIs, quality measures, and performance targets.
• Contribute positively to a collaborative team environment where accountability and trust are key.

This is an office based role, based at our Alexandria Head Office, 5 days per week.

Who You Are

• Proven experience in customer service, administration, retail, or hospitality.
• Highly confident using computers and digital systems, you are quick to learn new platforms and processes with minimal training.
• Comfortable navigating multiple systems at once (e.g. ticketing platforms, ERPs, shared documents, email, and browsers).
• Professional and articulate written communication skills, with strong attention to detail when emailing clients.
• Polished and confident phone manner, with the ability to manage live call queues calmly and effectively.
• Strong organisational and time management skills, with the ability to juggle competing priorities.
• Able to work independently once trained, while contributing to a supportive, team based culture.
• Solution focused, resilient, and committed to delivering a high standard of customer experience.
• Motivated to learn and grow, with an interest in developing skills across the broader business and departments.

Why Join Coco Republic

• Leave on your birthday — because your special day matters
• Ongoing learning and career development opportunities
• Generous staff discounts on Coco Republic products for you and your loved ones
• A supportive, collaborative team culture where creativity and personality are valued and shine!
• Access to our Employee Assistance Program, anytime you need it
• Paid parental leave and a commitment to work life balance

Apply now to start your Coco Republic journey.

Please note, only shortlisted candidates will be contacted.

Coco Republic is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.