Miss Amara
Miss Amara is looking for someone to drive our customer experience success across our fast growing business. The successful candidate is a brand champion: someone who can effectively communicate Miss Amara’s brand values, using the language of our customer. They should be commercially minded, understanding how customer happiness fits in alongside marketing and revenue targets, product development, logistics, etc.
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.
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. In 2019 Miss Amara was awarded 109th in the fastest growing companies in APAC (Deloitte Fast 500 APAC), and also was a finalist in the ORIAS (Online Retail Industry Awards).
This is a fantastic opportunity to get in early with a high-growth e-commerce startup with great potential for career progression as the company expands into new markets.
The founding team is based in our Hong Kong office. It is not a requirement for this role to be based in Hong Kong, and can be from one of our offices in Hong Kong, Sydney, Manila, or working remotely.
Who is the Miss Amara tribe?
Miss Amara customers are professional and novice stylists, they’re career women and stay at home mums (and a lot of the time both!). The Miss Amara customer is the everyday woman who has a desire to bring their spaces alive with beautiful and quality rugs. They may not always know what they want, so they rely on Miss Amara’s curated content and collections to show them how they can get the look for their own homes.
Key Responsibilities
- Deliver an extraordinary on-brand experience responding to a high volume of questions coming over email, social, phone, and chat
- Providing styling advice with the aim of delivering customer happiness and also bringing in additional sales for the business.
- Create and update user guides, FAQs, and How-To videos
- Owns sales targets for calls on styling requests
- Creates short and long term strategy for the management of the CX teams across the markets Miss Amara operates in
- Day-to-day management of the CX team
- Owns the customer journey from start to end
- Continually finds ways to improve the overall experience for customers
- Articulately communicates Miss Amara’s value proposition using the customers’ language
- Fully understands who the Miss Amara customer is and their wants and desires.
- Creates, automates and documents processes across the department to reduce repetitive tasks and increases the efficiency and efficacy in responding to customer’s requests
- Interacting with the customer through their preferred communications channels to ensure a positive customer experience.
- Oversees the CX team that monitors these interactions and assures that the company is adequately responding to complaints, concerns and suggestions for improvement
- Acts as the primary point of escalation for customer complaints
- Analyses the data from these interactions to report on how the CX are effectively reaching their KPIs
- Integrates interactions with customers across all channels (email, intercom, social, etc.) to ensure a smooth flow of usable information between Miss Amara and its customers
- Develop a strong understanding of our internal technology systems (logistics, shipping, return center etc.) to solve customer problems
- Communicate across departments any ongoing or new issues/challenges that arise in Customer Experience and work to resolve them
- Be conduit from the customer to the business, feeding back live learnings across the product, marketing, and operations departments
Skills Required:
- Commercially minded – you have the ability to balance customer’s happiness with the commercial objectives of the business
- 3+ years of customer facing experience and 1+ year leading a team
- Strong understanding of e-commerce businesses and the customer journey model
- Previous styling experience/ design skills or just a passion for interiors and enthusiasm for the work.
- Effective communicator and active listener
- Effective at problem solving and de-escalating situations with customers, finding a mutually beneficial resolution for the customer and the business.
- Highly organised and self-driven
- Strategically focused, thinks about short and long term objectives of the business
- Experienced with customer support tools such as Intercom, Zendesk, etc.
- A passion for fashion and lifestyle brands