Customer Experience Agent

Deliver exceptional service with a premium, proudly Australian brand

At Koko Black, we don’t just make chocolate—we create exceptional experiences that delight the senses. As an Australian artisan chocolatier, we are committed to quality, creativity and heartfelt service across every customer touchpoint.

We are seeking a Customer Experience Agent who is passionate about people, service, and premium products. In this role, you’ll be the first point of contact for our customers, providing tailored support across a range of channels—from email and phone, to live chat and social media. This is a unique opportunity to represent a beloved brand while helping create moments of joy for chocolate lovers across the country.

Key Responsibilities

• Deliver warm, professional and efficient customer service across all communication platforms
• Resolve product, order and delivery enquiries, ensuring a seamless end-to-end experience
• Liaise with internal teams (Supply Chain, Retail, Marketing) to resolve customer issues
• Log feedback and trends to support continuous improvement in our service delivery
• Maintain up-to-date knowledge of products, promotions and brand values
• Support seasonal campaigns and peak periods with flexibility and enthusiasm

What We’re Looking For

• Previous experience in a customer service or contact centre environment
• Excellent verbal and written communication skills, with a customer-first mindset
• Confident using digital platforms such as Zendesk, Shopify, and Microsoft Office
• Strong problem-solving and time management skills
• Ability to remain calm, professional and solutions-focused in a fast-paced setting
• A team player with a positive attitude and genuine care for the customer experience

Why Join Koko Black?

At Koko Black, we believe in passion, leadership, ownership and trust. As part of our team, you’ll contribute to a culture that values quality, connection, and continuous growth.

We offer:

• A generous product allowance and discounts
• Learning and development opportunities tailored to your role
• A supportive and inclusive workplace where your contribution is truly valued