Customer Care/Live Chat Agent

Customer Care / Live Chat Agent — Challenge, Inspire and Grow with us at Miss Amara

We are looking for a Customer Care / Live Chat Agent to help us transform the way rugs are sold online! This is a remote, contract 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 17th in the Deloitte Fast 50 Tech Companies Australia 2020
• Ranked 150th in the Deloitte Fast 500 Tech Companies Asia-Pacific 2021
• Ranked 26th in the Financial Times (FT) Fastest Growing Tech Companies 2021
• Finalist, Customer Experience of the Year & Customer Experience Team of the Year, Inside Retail Awards 2021
• Finalist, Top Social Media Retailer, Power Retail Awards 2021

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 create a scalable business that our customers want to return to, time and time again.

The role

We are looking for a motivated team-member to join our Customer Experience Team. You’ll join our experienced Customer Care Team in shaping a strong brand experience that you can be proud of.

You will be the primary point of contact for customers via multiple channels including chat, email and phones.

You will:

• Be available to work in a contract role with an hourly rate, including shift work (approximately 180 hours p/month)
• Respond promptly and professionally to customer inquiries via live chat, email, and phone channels.
• Provide accurate information and assistance to customers, ensuring their needs are met effectively.
• Collaborate with other departments to ensure timely and effective solutions.
• Strive for customer satisfaction through personalized interactions and a proactive approach.
• Demonstrate excellent written and verbal communication skills in all interactions with customers reflective of the unique Miss Amara Tone of voice.
• Accurately document customer interactions and issues for future reference and improvement.

The successful candidate

• Over 1 year of experience in a similar role, ideally with a pure-play e-commerce company
• Experience in call, email, chat handling and ticket management
• Excellent customer service skills, with a strong understanding of our customer’s needs and our brand’s tone of voice
• Strong communication skills, both written and verbal.
• Have a good hands-on understanding of all major social platforms (Facebook, Instagram, Pinterest)
• Ability to adjust and adapt to multiple situations, and multi-task!
• Familiarity with systems such as AirCall, Gorgias, Cin7, Google Workplace, Slack, PODIO and Shopify is an advantage

Why should you join?

• Part of our growing team — You’ll be a pivotal part of building 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 inspired to join the future of e-commerce, we want to hear from you!