Customer Service Consultant; CA

Position: Customer Service Consultant (CA )
Full-time customer support with modern tools and real case ownership.
Join a globally recognised Australian design brand with real career pathways.
$55,000-$65,000, generous discounts, great tools and a supportive team.

Full-time customer support with modern tools and real case ownership.
Join a globally recognised Australian design brand with real career pathways.
$55,000-$65,000, generous discounts, great tools and a supportive team.

King Living is a family-owned Australian design company that has been designing and manufacturing its own furniture since 1977. We are vertically integrated ‑ our own design, our own factories, our own showrooms across Australia, New Zealand, the UK, Canada, the USA and Asia ‑ and because we make it ourselves, we stand behind it ourselves.

As a Customer Support Consultant specializing in warranty, you own post‑sale warranty and service enquiries from first contact to resolution, with minimal hand‑offs. Working in Salesforce Customer 360 with AI‑enabled tools, you will troubleshoot product issues, coordinate repairs and service appointments, set clear expectations, and see each case through. You are the customer’s advocate inside the business.

You will also have real latitude. Case resolution, day‑to‑day prioritisation, how you communicate with the customer, which AI recommendations you act on, and booking service technicians or raising internal jobs are yours to call within scope.

What You Will Own
Warranty Resolution & Case Ownership
Own post‑sale warranty and service enquiries end to end with minimal hand‑offs ‑ troubleshooting and resolving concerns with a creative, outside‑the‑box mindset that balances process with customer experience.

Customer Advocacy & Lifecycle Support
Own enquiries relating to warranty, repairs and service appointments from start to finish, making informed decisions by reviewing service history in the CRM.

Salesforce & Case Management
Use Salesforce Customer 360 to manage and document cases, maintaining a single view of the customer with accurate notes, product and order linking, and contact history.

AI-Driven Support & Efficiency
Apply AI tools and automations to improve accuracy, turnaround and customer messaging ‑ and spot the cases where AI recommendations or predictive tools can lift first contact resolution.

Communication & Coordination
Keep communication transparent and timely throughout the case journey. Set service windows, manage expectations, and coordinate internally to avoid duplication and clarify repair or replacement timelines.

Escalation & Operational Support
Identify high‑risk service issues and complex complaints and upscale them appropriately, book service technicians, raise internal jobs, and keep your product knowledge sharp enough to advise on care, materials and coverage.

Process Integrity & Improvement
Make sure resolutions align with policy and quality standards, recommend improvements that cut resolution time, and contribute to the knowledge base.

Who You Are
Calm, creative and genuinely on the customer’s side ‑ the person who takes the difficult call and leaves the customer better than they found them.

Proven background in customer service, preferably in furniture, retail or service-based industries
Strong conflict resolution, de‑escalation and communication skills
Familiarity with Salesforce Customer 360 or a similar CRM platform
An understanding of warranties, consumer guarantees and product fault assessment

Experience with digital tools, AI‑enabled systems and knowledge bases
A problem‑solving mindset focused on customer satisfaction
Strong product knowledge, or the curiosity to build it ‑ materials, care and coverage

AI at King Living
King Living is actively embracing AI across the business to remove friction, increase…