Koala is a global furniture brand bringing Australian design and innovation to the world. We create forward-thinking products that solve problems for people and homes everywhere, driven by our purpose to make the world a more comfortable place.
We’ve always believed in doing things differently, whether in the way we develop products, how we do people and culture, or the way we bring the brand to life. That mindset has fuelled our growth, helping us disrupt categories in ways that are creative, bold and often unexpected. While we’re a household name in Australia, our journey on the global stage is only just beginning.
Since launching in 2015, our furniture has reached homes across Australia, Japan, the US and the UK. As a B Corp-certified, customer-obsessed, and data-led company, we’re committed to revolutionising furniture for generations to come through design, innovation, and meaningful sustainability.
Role Description
コアラは、常に「Customer First（お客様第一）」を大切な価値観として掲げています。
「どうすれば、お客様に期待以上の感動を届けられるだろう？」
「もし自分がお客様だったら、どんな対応を受けたらうれしいだろう？」
そんな問いを、私たちは日々チームで考え続けています。
その想いを形にする取り組みの一つが、「Surprise & Delight（サプライズ＆ディライト）」です。お客様一人ひとりに寄り添い、ときには感謝の気持ちを込めたサプライズギフトをお届けするなど、期待を超える体験を通じて、お客様に笑顔と感動を届けることを大切にしています。
私たちは、単にお問い合わせに対応するだけではなく、一つひとつのコミュニケーションを、お客様との信頼関係を築く機会だと考えています。
商品をご購入いただいたお客様はもちろん、商品がお客様の期待に沿えなかった場合でも、「コアラを選んでよかった」と最後まで感じていただけるようなサポートを目指しています。
お客様一人ひとりに寄り添い、期待を超える体験を届けるために、私たちは日々新しいことに挑戦し、サービスの改善を続けています。
そんな想いに共感し、「もっとお客様をハッピーにしたい」という気持ちを持った新しいコアラファミリーに出会えることを、社員一同心より楽しみにしています。
※Surprise & Delight（サプライズ＆ディライト）とは、お客様に期待以上の喜びや感動をお届けするために、コアラが大切にしているカスタマーエクスペリエンスの考え方・取り組みです。
Key Responsibilities
OKR（会社目標）の達成を上回る、高品質なカスタマーサービスを提供する
社内の変更や新しい取り組みに柔軟に対応し、お客様への影響を最小限に抑える
チャット・電話・メールを通じたお問い合わせの増加にも、迅速かつ適切に対応する
社内ルールや業務プロセスを遵守し、正確かつ効率的にお問い合わせ対応を行う
お客様の期待を超える、付加価値のあるカスタマーエクスペリエンスを提供する
お客様からのご意見やご不満にも真摯に向き合い、前向きに課題解決へ取り組む
業務プロセスやオペレーションを継続的に見直し、サービス品質の向上を推進する
お客様に必要な情報やサポートを継続的に提供し、ブランドへの信頼と満足度の向上に貢献する
すべてのお問い合わせを、お客様との信頼関係を築く機会へと変える
Ideal background
お客様だけでなく、チームメンバーにもポジティブな影響を与えられる方
複数のシステムや業務のつながりを理解し、課題解決に取り組める方
優先順位を考えながら、複数のタスクを効率よく進められる方
業務プロセスを理解し、一つひとつの業務を正確かつ丁寧に遂行できる方
現状に満足せず、常に学び、成長し続ける姿勢をお持ちの方
変化を前向きに受け入れ、柔軟かつスピーディーに対応できる方
誠実さと高い倫理観を持ち、責任ある行動ができる方
好奇心旺盛で、新しいことに積極的にチャレンジできる方
失敗を恐れず、そこから学びを得て次の成長につなげられる方
Koalaのカルチャーや価値観に共感し、体現できる方
チームワークを大切にし、仲間を尊重しながらともに成果を目指せる方
指示を待つのではなく、自ら考え、主体的に行動・発信できる方
英語でのコミュニケーションができる方歓迎
Perks and Privileges
Koala is only as good as its employees are happy - and we’re one happy international bilingual bunch! We offer our teams hybrid working options and the freedom and autonomy to do their best work in a way that works for them! Whether that’s working your own version of 9-6, working from home in your pajamas from time to time or hanging out at our Treehouse (this is what we call our office digs) in Omotesando, or enjoying the 20+ days annual leave (+generous time off for volunteer, parental, Koala life leave and more) you decide whatever helps you find your flow! The Treehouse has plenty of social activities to get involved with, including Thursday lunches, and help you get to know your fellow Koalas better as well as free Koala products for all employees - who better to shout from the tree tops how awesome our products are, right?! 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 via our Learning Management platform, as well as individual and team growth budgets and dedicated days. Lastly and importantly our employee experience respects and embraces all families, formed, found and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support. We believe that simply doing ‘no harm’ isn’t good enough. So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding, 1% and so much more.
All in all, the Koala Kommunity is a great place to hang out and belong to!
Why Join Koala?
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 have no ego; we seek feedback that grows us; and we have a strong bias for action. We want you to challenge expectations, always look to make a difference and give us something different from the norm. We want people that bring great energy, that have a long-game focus and are always trying 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. Honesty and empathy drive everything we do, as well as a total focus on exceeding our customers’ expectations. So if you feel like this could be you... Drop us a line, and let's see what you've got! ;)
There’s no such thing as a ‘perfect’ candidate, Koala is a place where everyone has opportunity. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. We’re an equal opportunity employer, and recognise that a diverse workforce is crucial to our success as a business.
To read more, check out our careers, LinkedIn, or the great work we do with Work180.
