Founded in 2014, Sleeping Duck has seen significant growth over the past 10 years. We're now a 80+ person team including Creative, Product Development, Supply Chain, Customer Experience and Technology, and we are still growing!

We have a commitment to passionate, exemplary customer connection, service and support. We are a multi award winning company that is reinventing the way Australias improve their sleep quality through better and more accessible high quality bedroom products.

Our team is exceptionally driven. We are led closely by our experienced founders and foster a strong inclusive culture. We are unified in our vision for reinventing the sleep product space to make better sleep accessible for everyone, no matter who you are. It is an exciting place to work because everyone at Sleeping Duck wants to do exceptional things.

Customer Experience @ Sleeping Duck

Our award-winning Customer Experience team sits at the heart of the company. Our mission is to consistently deliver high quality, timely and memorable world-class customer experience for each and every customer.

How do we achieve that? Our team believes in transparency with our customers and helping them through the entire purchase process to ensure a smooth and seamless experience. This includes helping customers understand our products, assisting with a pre-sale enquiry, liaising with our supply chain team and delivery partners to ensure orders are on track, and assisting the customer with any post-sale support such as customising the product.

We are not your typical sales contact centre. We are all about creating an unforgettable experience for our people and our customers. We empower customers by educating and having honest conversations to form genuine connections, prioritising the quality of the experience over the speed of it.

What's the role all about?

This is an exciting opportunity for 2 x full-time Customer Experience Specialists to join the team. In this full time, hybrid role, you'll be working 9am to 5pm,



with a rotating 10am to 6pm shift and a Saturday shift every 6 weeks. Day to day you'll:

- Manage a variety of inbound customer enquiries including, but not limited to; phone calls, sms, emails, live chat, and socials.
- Engage and build relationships with our customers through the pre-sale and post-sale journey.
- Identify recurring issues and report them to the wider business.
- Continuously learn and improve on your own skills.
- Innovate to improve on the current customer experience.

If you don't tick every box, please don't count yourself out just yet.

People who we'd love to work with

You have a passion for getting it done! You thrive in a team, dynamic environment where the rules can change. You are curious, independent, loyal and reliable. We are not looking for someone who can meet SLA's and KPI's, we are looking for those who thrive on problem solving, who love talking to people and who truly understand what above and beyond means. The people we hire have the innate ability to make the people they talk to feel taken care of. Above all, we recruit people who seek out excellent experiences as a customer and can bring that back as inspiration to our workplace. This role will be perfect for you if you have:

- active listening skills;
- a warm energy, and enthusiasm to learn;
- adaptability;
- a genuine manner;
- confidence;
- empathy, open-mindedness and grit!

You might have retail, hospitality or previous customer service experience, or this role just resonates with you.

Life @ Sleeping Duck

- The team is passionate about what they do, we have an open-minded, forward-thinking and inclusive culture.
- Amazing employee benefits, including Wellbeing Days and generous discounts on products.
- Access to an annual training and development benefits to grow your skills.
- You’ll get a free mattress after a successful 6 months.

It doesn't matter if you're a side-sleeper, a back sleeper or an insomniac, we welcome sleepers of all backgrounds at Sleeping Duck. We're proud to recruit, develop, celebrate, and retain the most talented individuals from a variety of backgrounds.

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📌 Customer Experience (CX) Specialist (Melbourne)
🏢 Sleeping Duck
📍 Melbourne