Customer Service Specialist

Join the Kooshy Kids Team as a Customer Service Specialist

About Kooshy Kids:

Kooshy Kids is a dynamic e-commerce company based in the Gold Coast, QLD, Australia, specializing in innovative travel solutions for families. We’re committed to enhancing travel experiences for children aged 0-12 and their families.

Position Overview:

We are looking for a dedicated Customer Service Specialist who is proficient in using Reamaze. This role involves responding to customer emails and chats, and efficiently communicating with the Kooshy Kids team. You must be proficient in English both speaking and written.

Training on Reamaze and our response templates will be provided to ensure you’re fully equipped to deliver excellent service. To be successful for this role you must have experience using Reamaze. Experience using Shopify and Star Shippit would be advantageous however is not essential.

Key Responsibilities:

Respond to customer inquiries that come in via email and online chat using Reamaze.
Check in at set times to manage and address customer queries intermittently.
Communicate effectively with the Kooshy Kids team.
Utilise pre-drafted responses in Reamaze, with the ability to customise as needed.

Work Schedule:

Monday-Friday 8am-4pm
Saturday 9am-1pm

Additional Details:

Pay: $900 AUD per month
You will not be required to work on your National Public holidays (optional to work with pay). Additional benefits and paid time off may be offered after three months of employment when we will review your performance.

Join Us If You:

Are confident in managing customer service software like Reamaze
Can provide consistent, high-quality customer service.
Are looking for a flexible and manageable work schedule.
Want to be part of a team dedicated to improving family travel experiences.

NO ONLINE APPLICATIONS WILL BE CONSIDERED. —> TO APPLY YOU MUST COMPLETE THE BELOW TASK:

As part of our selection process, we would like you to provide responses to the following four mock-up customer inquiries based on scenarios commonly encountered by our customers. Please source the information needed to answer these inquiries from our website’s FAQs and Terms and Conditions, which can be found at Click to view.

1. **Email 1 – Leaking Kooshion:**

Hi Kooshy Kids Team,

I recently returned from a two-week trip and noticed that my Kooshion was leaking air during the flight back. I’m quite disappointed as it didn’t provide the comfort I expected. Can I request a refund or a replacement for the defective Kooshion?

Looking forward to your assistance.

Best regards,
Sarah

2. **Email 2 – Sky Bunk Refund:**

Hello,

I purchased a Sky Bunk and used it during my recent flight with Qantas. However, the airline didn’t allow me to use it, and it caused quite a hassle. Since Kooshy Kids offers an approved airline guarantee, can I request a refund for the Sky Bunk as it wasn’t permitted on my flight?

Thank you for your prompt response.

Warm regards,
John

3. **Email 3 -Can Kooshion be used in Bulkhead row?:**

Dear Kooshy Kids Team,

I’m planning a trip with my baby, and we’ll be flying with Qatar Airways. I was wondering if I can use the Kooshion in the bassinet row on their planes. Can you please provide some information on this?

Looking forward to your guidance.

Best regards,
Emily

4. **Email 4 – Product Recommendation:**

Hi there,

I’m preparing for a 14-hour flight with my three-year-old, and I’m looking for a suitable product from Kooshy Kids to make the journey more comfortable. Could you please recommend a product that would be ideal for my child’s age and the long flight duration?

Thank you in advance for your help.

Warm regards,
Michael

_____________

Additionally, please outline your experience with Shopify and Reamaze. If you have experience with Shopify, kindly specify which functions you are proficient in using.

We kindly request that you send your responses to these inquiries, along with your experience details, to Click to view by Wednesday 24th of April. This task will help us assess your ability to provide customer-centric responses and your familiarity with our products and policies.

Thank you for your cooperation, and I look forward to receiving your task.

Best regards,
Kaitlin
General Manager
Kooshy Kids

We understand that you may use Chat GTP to assist you with the above. You should take particular care in ensuring the response is grammatically correct and that the spelling in Australian, not American. The Kooshy Kids tone is professional, however not too formal.