Offer summary

Qualifications:

At least 1 year of experience in a customer service role across all channels: Email, Live Chat, and Phone in an e-commerce environment., Strong communication and problem-solving skills., Ability to work in an agile environment with high initiative and drive., Familiarity with systems like AirCall, Gorgias, Cin7, Google Workplace, Slack, PODIO, and Shopify is a plus..

Key responsabilities:

Provide best-in-class customer service via phone, chat, and email.

Assist customers with their orders, product inquiries, and general questions.

Collaborate with team members and escalate issues to find resolutions for customer concerns.

Create detailed tickets for documentation and reference by other employees.

Job description

Customer Service Agent — Challenge, Inspire and Grow with us at Miss Amara

We are looking for a highly skilled Customer Service Agent to help us transform the way rugs are sold online! This is a full-time, remote role.

About Us

We’re growing here at Miss Amara — fast. We’re reinventing the way that customers buys rugs online, innovating how people buy rugs through industry-first technology and a best-in-class customer experience. Since launching in 2014, Miss Amara has experienced rapid growth and is now regarded as one of the emerging e-commerce leaders in the APAC. We've received industry recognition for our innovation, customer-first mindset and growth trajectory, including:

Ranked 56th in the Australian Financial Review (AFR) Fast 100 Growing Companies 2022
Winner, National Retail Awards - Best Retail Marketing & Best Medium Online Retailer of the Year 2023
Winner, Australia Post ORIA Awards - Best Online Retail Marketing 2023

Our plan: To be the number one global retailer for rugs.

Miss Amara was founded with one mission - to create the best possible experience for people shopping for rugs online. Miss Amara is made up of a team that is (crazy) passionate about what they do, and strive to create a team culture that is vibrant, dynamic and supportive.

We are shaking up the homewares industry with innovative technology that removes the biggest pain points in buying a rug - offering free returns, free styling advice, and industry-first augmented and virtual reality, tools to ensure our customer selects the perfect rug. Our approach is a complete game changer for how customers shop for rugs.

We are building an all-star team to grow our business and be a place that our customers want to return to, time and time again.

The role

You will be responsible for providing best-in-class customer service via multiple channels including phones, chat and email.

As a Customer Service Agent your purpose is to identify and assess customer needs to achieve satisfaction and resolution and contribute to the overall company NPS and Customer Care NPS.

You will:

Receive inbound calls to assist customers with their order, product, and general enquiries
Work from the ticket bucket to ensure customers inquiries are followed up and actioned in a timely manner
Make outbound calls to contact customers as needed
Serve as a liaison for vendors, customers and suppliers
Build robust relationships internally with WH & Operation
Handle backend logistics with our global logistics partners
Collaborate and escalate with team members and/or immediate manager to find options to resolve the concern of the customer and to achieve key performance area
Create tickets with clear and full instructions for proper documentation and reference of other employees in Miss Amara
Demonstrate exceptional communication in both written and verbal

The successful candidate

Our new Customer Service Agent will have:

At least 1 year of experience in a customer service role across all channels: Email, Live Chat and Phone in an e-commerce environment
Passionate about best-in-class customer experience and working with closely with key internal and external stakeholders
Possesses superior communication and problem-solving capabilities
Has a high level of initiative and drive and is able to work in an agile environment.
Experience using the following systems is an advantage: AirCall; Gorgias; Cin7; Google Workplace; Slack; PODIO, Shopify

Why should you join?

Be part of a talented crew — you’ll be a part of a high-growth e-commerce business, with opportunity for career progression as Miss Amara expands into new markets. 👊
Work in unchartered territory — We are disrupting the homewares space using industry-first technology to stand apart from our competitors 💪
Join a truly global team - with team members joining from countries all over the world, we are a truly diverse workforce with a dynamic, fun and engaging company culture! 🌏

If you’re ready to run with momentum and are inspired to join us on our journey to total world domination, we want to hear from you!

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