Customer Service Analyst

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

We are looking for a highly skilled Customer Service Analyst 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 support to the CX, B2B and HR functions in the business. Your purpose is to help deliver and support the strategic direction of these departments and the overall Miss Amara business.

Reporting to the Head of Customer and People, you will support the departments and broader business with quality and accurate reporting, process improvement, policy documentation, and shall lead by example according to the Miss Amara values, behaviours and code of ethics.

You will:

• Build, prepare and deliver weekly, and monthly performance reports for CC, B2B and HR teams.
• Translate data and analysis into simplified presentations, effectively communicating findings to leaders of key trends, insights, and implications.
  
• Report on employee and customer experience metrics to provide insights into workforce engagement and satisfaction, including NPS and eNPS.
• Weekly, Monthly, Quarterly and Annual analysis and reporting on both team and individual sales, leads, conversion and associated performance metrics
  
• Maintain high quality, up-to-date, and searchable content for the CX, HR and B2B teams.
• Work effectively across the organization with stakeholders to develop and support any new initiatives or processes.
• Provides support for the Head of Customer and People by assisting with major issues and problems.
• Provides ad-hoc administrative support for the Head of Customer and People, B2B and HR teams

The successful candidate

Our new Customer Service Analyst will have:

• Experience in an online Customer Experience role including Customer Service, Sales, Live Chat and Phones Teams 
  
• Passionate about best-in-class customer experience and working with closely with key internal and external stakeholders 
• Possesses superior communication and problem-solving capabilities, together with strong commercial and data analysis skills.
• Has a high level of initiative and drive and is able to work in an agile environment.
• Proficiency in Google sheets/excel, Gorgias, Cin7, 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!