Customer Service Agent

About Us

At Miss Amara, we’re reimagining the rug-buying experience through bold innovation, industry-first tech, and a customer-obsessed mindset. Since launching in 2014, we’ve grown fast, earning national recognition including AFR Fast 100 (2022), Best Retail Marketing and Best Medium Online Retailer at the National Retail Awards (2023), and Best Online Retail Marketing at the Australia Post ORIA Awards (2023). With free returns, free styling advice, and cutting-edge virtual tools, we’re changing the game, and loving every minute of it.

We live by our values every day:

• We care about people (our team, our customers, our partners, our manufacturers), the environment, what we sell, and how we sell it.

• Be transparent in our communication and always share a true picture of our business.

• Keep it simple in our systems, processes, and customer experience.

• Fast. Test. Learn. Adapt. to make quick, informed decisions and stay ahead.

• Best in Class in delivering an exceptional, uncomplicated journey to buying your dream rug online.

If you want to work in a team that blends high standards with genuine care, you’ll feel at home here.

The role

We are looking for a talented Customer Service Agent to join our team and help revolutionize the online rug shopping experience!  This is a full-time, fully remote opportunity where you’ll play a key role in delivering best-in-class customer service across multiple channels, including phone, chat, and email.

Reporting to the Customer Experience Team Lead, you’ll play a key role in driving satisfaction and contributing to both our overall company NPS and Customer Care NPS, while collaborating with teammates across different markets.

What you’ll be doing

• 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

If this sounds like your kind of role, we’d love to hear from you! Apply now and let’s create something amazing together.