Customer Experience Specialist — End-to-End Support Pro

Coco Republic; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Birthday leave

Career development

Staff discounts

Collaborative culture

Employee assistance program

Parental leave

Work life balance

Job summary

Coco Republic is seeking a Customer Service Specialist for our Alexandria Head Office. You will handle inquiries across phone, email, chat and tickets, work with showrooms, logistics, and operations to deliver end-to-end outcomes, and maintain professional client communication.

This office-based role runs five days a week with a supportive team and ongoing training. You are highly organized, tech‑savvy, quick to learn, and ready to take ownership while contributing to a collaborative culture

Qualifications

• Proven experience in customer service, administration, retail or hospitality.
• Confident using computers and digital systems with minimal training.
• Comfortable navigating multiple systems at once (ERP, CRM, ticketing).
• Professional, articulate written communication with attention to detail.
• Polished phone manner with the ability to manage live queues calmly.
• Strong organisational and time management skills.
• Able to work independently while contributing to a team culture.
• Solution focused, resilient, and customer experience driven.

Responsibilities

• Deliver first call resolution, taking ownership of inquiries from start to finish.
• Manage inbound and outbound inquiries via phone, email, chat and ticketing systems.
• Handle live phone queues and online chat while managing multiple cases.
• Navigate and update ERP and CRM systems accurately and efficiently.
• Assess, prioritise, and action inquiries in a high volume environment.
• Work with showrooms, operations, logistics, and specialist teams to resolve issues.
• Maintain clear, professional written communication with customers and internal teams.
• Meet and exceed individual and team KPIs and quality targets.
• Contribute to a collaborative, accountable team culture.

Skills

Customer service

Administration

Retail

Hospitality

Written communication

Phone manner

Time management

Organisational skills

Tools

ERP systems

CRM systems

Ticketing platforms

Job description

Coco Republic is seeking a Customer Service Specialist for our Alexandria Head Office. You will handle inquiries across phone, email, chat and tickets, work with showrooms, logistics, and operations to deliver end-to-end outcomes, and maintain professional client communication.

This office-based role runs five days a week with a supportive team and ongoing training. You are highly organized, tech‑savvy, quick to learn, and ready to take ownership while contributing to a collaborative culture