Customer Experience Supervisor
Coco Republic
Date: 2 days ago
City: Sydney, New South Wales
Contract type: Full time
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 a natural leader with a passion for exceptional service? We’re looking for a Customer Experience Supervisor to guide and support our customer experience team. In this hands-on role, you’ll lead by example, managing daily operations, supporting team members, and ensuring our clients receive outstanding service across all communication channels.
As a key liaison between customers and internal departments, you’ll bring a solutions-focused mindset, using your experience in customer service and system navigation to drive outcomes. You'll also play a critical role in coaching and mentoring team members to exceed KPIs and service standards.
What You’ll Do
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.
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 a natural leader with a passion for exceptional service? We’re looking for a Customer Experience Supervisor to guide and support our customer experience team. In this hands-on role, you’ll lead by example, managing daily operations, supporting team members, and ensuring our clients receive outstanding service across all communication channels.
As a key liaison between customers and internal departments, you’ll bring a solutions-focused mindset, using your experience in customer service and system navigation to drive outcomes. You'll also play a critical role in coaching and mentoring team members to exceed KPIs and service standards.
What You’ll Do
- Provide day-to-day supervision and support to the Customer Experience team
- Lead by example with direct customer interaction and resolution
- Handle escalated customer issues with confidence and care
- Manage team performance against KPIs and contribute to a culture of excellence
- Coordinate with internal departments to resolve complex customer issues
- Navigate ERP and CRM systems to action and resolve queries
- Work from our Alexandria Head Office, Monday to Friday
- Proven experience in a supervisory or senior customer service role
- Background in customer service, administration, retail, or hospitality
- Professional verbal and written communication skills
- Intermediate to advanced skills in Microsoft Office, particularly Excel and Outlook
- Strong organisational and time management capabilities
- A confident, solutions-oriented communicator with a professional phone manner
- Passionate about coaching others and driving team performance
- Generous performance incentives
- Leave on your birthday – because your special day matters
- Ongoing learning and career development opportunities
- Generous product discounts for you and your loved ones
- A warm, collaborative team culture where people and creativity shine
- Access to our Employee Assistance Program, anytime you need it
- Paid parental leave and a commitment to work-life balance
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.
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