Eva/Full-time

Melbourne

Posted 29 Aug 2022

Closes 28 Sep 2022

Description

  • Home of the world’s first 365 day trial
  • Multi-award winning products from internationally recognised bodies including Good Design, Red Dot and Dezeen.
  • A++ customer support team. (4.8 / 5 star rating out of 2000+ customer reviews)

About Eva

Hi, we’re Eva! And we’re here to help fill your home with beautiful, functional, and affordable furniture. With our laser focus on design, marketing and customer-centricity, we want you to jump on board as we accelerate towards becoming Australia’s leading digital furniture company. More info can be found on our Careers page but we know you’ll probably check out our Instagram to get a gauge of who are (I would too).

What’s the gist?

When we say customer-centricity, we actually mean it. We truly care about our customers and in order for you to succeed in this role, we need you to really care about them too.

Sure, you’ll be managing all of their direct interactions from email, through to chat and phone, but you’ll also need to be the reassuring voice of Eva.

Whilst you’re off supporting customers as best as you can, you’re also going to be a crucial part of the broader company. You’ll either be liaising with operations, learning from the product team, or providing important feedback to marketing. Being a customer-centric company means that you are our port-of-call for all customer feedback which is essential when we want to be one of the best darn digital furniture companies in Australia.

Naturally, of course, you’re a people person. You can read tone of voice like it’s your first language. Being an entry level position, we’d love to help train you into becoming the next voice of eva. All we need from you is the right mindset to learn quickly, think out of the box and flourish in a role that’s immensely rewarding. Plus we’re a pretty cool bunch of people.

Without further ado, your responsibilities:

  • Represent Eva through phone calls, online tickets, social media channels and other customer support channels as necessary.
  • Despatch orders, keeping customers informed of delivery information, answering product questions and assisting with purchases.
  • Address concerns from customers such as providing additional advice for product issues, organising returns and spare parts.
  • Liaising with freight companies to ensure deliveries meet our customer’s expectations.
  • Showcase Eva’s customer-centric approach in continuing our above industry standard NPS and CSAT scores.
  • Using data to improve the Eva customer experience by highlighting common customer pain points from purchase to delivery
  • Strive for greater efficiency across all customer support processes including identifying processes for improvement

 

Other things we’d love for you to mention if you have it:

  • Ecommerce experience
  • Retail or hospo experience
  • Excellent interpersonal skills
  • Previous customer service experience
  • An actual sponge: you’re keen to absorb and learn everything!
  • An ability to multitask like a task conquering octopus
  • Calm under pressure and an active problem solver
  • Extremely organised and data driven
  • Ability to work relatively unsupervised
  • A passion for doing good in the world & working in a startup environment

 

What else is in it for you?

  • A chance to grow with a rapidly expanding start up.
  • A role that is as adaptable as you are.
  • Support for any course, conference or training that will help us mutually grow, ears and budget for any wild (but justifiable) ideas.
  • An autonomous work environment where there is never a regular ‘days work’.
  • All the coffee/ tea/ beers/ kombucha you need.
  • Free anniversary mattress and sweet, sweet friend/family discounts.
  • Monthly team events (prev. events have included the Australian open, cooking classes & escape rooms).
  • A diverse culture and a bunch of really lovely people.

If you’ve managed to read this all the way through and have found yourself nodding along the way, then we’d love to see your application come through to our inbox.

Yours kindly,

Amanda from Eva