About the Company
Born in 2021 with a simple cushion and a big dream, Hommey is revolutionising the homeware industry. We believe that creating an aspirational, top-quality brand doesn't have to break the bank. Our mission? To help you craft a personalised home that truly reflects who you are, without compromising on style or your budget.
At Hommey, we're more than just a homeware company - we're a family dedicated to making ethical, sustainable choices. From reducing waste in our production chain to ensuring high-standard working conditions, we're committed to doing better for our planet and our people.
About the Role
As the Customer Experience Representative at Hommey, you'll be the heartbeat of our customer relationships—turning every interaction into a moment that matters. From first enquiry to final delivery, you'll create experiences that don't just solve problems, but build lasting connections with our community.
Working closely with our Customer Experience Manager and collaborating across teams, your key responsibilities will include:
- Respond to customer enquiries across email, live chat, and phone channels with warmth and efficiency
- Manage orders, changes, refunds and returns while maintaining Hommey's exceptional standards of care
- Keep customers informed about product availability, shipping updates, and order status with proactive communication
- Stay up to date on product knowledge to offer accurate and personalised recommendations that delight
- Document interactions clearly and identify opportunities to improve our customer experience
- Share valuable customer insights to help shape our products, processes and service evolution
- Contribute to tracking customer satisfaction metrics and maintaining our reputation for outstanding service
About You
You're a natural people-person with genuine empathy and a solutions-focused mindset. You understand that behind every enquiry is a real person creating their dream home, and you're passionate about making that journey seamless and memorable.
- 2-3+ years experience in customer service, support or client-facing roles
- Excellent communication skills across phone, email and live chat platforms
- A genuine customer-first approach with patience, warmth and problem-solving skills
- Tech-savvy and comfortable navigating multiple systems and platforms simultaneously
- High attention to detail with strong follow-through and organisational abilities
- Collaborative spirit — you're a thoughtful communicator who thrives in team environments
- Ability to manage competing priorities while maintaining quality in a fast-paced environment
Bonus Points For
- Experience in eCommerce, retail or lifestyle brands
- Familiarity with customer service platforms (Zendesk, Intercom) or CRM systems
- Background in homeware, fashion or interior design industries
- Previous experience in start-up or high-growth environments
Why Join Hommey?
At Hommey, we're building more than a home and lifestyle brand — we're creating a movement defined by comfort, quality, and personalisation
- We believe in what we do. Be part of an ambitious start-up team disrupting the homewares market
- A flexible work culture is at the heart of what we do. We believe in flexibility and surrounding ourselves with passionate individuals who value creativity and teamwork
- We offer Comfort Days: these are five days in addition to A/L accruals
- We love our community and are customer-centric. We want to create products that make a difference in the lives of our customers
Still Reading?
If you’re still here, we get the feeling you’re our kind of person. But here’s the deal — research shows that 60% of women and underrepresented folks may have already decided to step away from applying. Even if you don’t tick every box, we’d love for you to say hello. We’re all about bringing different perspectives and experiences to the table, because that’s what will bring us closer to creating comfort for all.
If you're ready to be part of a team that's redefining homeware, one cushion at a time, we want to hear from you!
Join us in our mission to make homes more beautiful, comfortable, and uniquely personal.
Due to the high number of applications we have received, we are unable to provide individual feedback to your application at this early stage of the process. Successful candidates will be contacted for next steps.