Customer Care Representative

Posted Jun 14

Job description

About Trafilea

Trafilea is a global company that builds communities and transformative brands. We own the brands and take care of the entire customer journey, to deliver wow-worthy experiences that influence and empower millions of people globally.

Our culture is fast-paced and dynamic. We are data-driven enthusiasts, passionate about marketing, exponential technologies, and innovation.

We have over 300 hundred employees working around the world, connected by the same purpose and core values. Our support for this new way of working has led to being featured in Forbes and FlexJobs as one of the Top 25 Companies for Remote Workers.

We are looking for dynamic, dedicated, and committed individuals with a strong desire to grow, that can drive the brand forward on its truly exciting journey.

Do you want to know more about our Brands? Shapermint & Truekind

We’re looking for a Customer Support to Communicate with customers either through Chat, Email, or Social Media to answer questions, solve problems, and troubleshoot. Influence the customer’s buying decision through proper assistance and recommendation. Provide an excellent customer experience through Chat assistance.

Accountabilities:

  • Provide world-class service to potential and existing clients
  • Attend to customers' concerns in accordance with standard operating procedures
  • Follow the correct process in escalating customer-related concerns in shipping, product complaints, and the like
  • Keep customers happy and ensure superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems quickly and efficiently
  • Ask open-ended questions to assess customer needs
  • Recommended alternative items if the product was out of stock
  • Meet and exceed all key performance indicators set by the company
  • Proactive in providing feedback for customer insights
  • Answer Zendesk tickets and/or Product Reviews, Q&A, and NPS to assist customers with general inquiries about our product and services over the required email hours scheduled.
  • Must be able to perform duties with moderate to low supervision.
  • Must be present 95% to 100% daily.

Job requirements

Must be based in the Philippines (Metro Manila or nearby provinces)

  • A stable internet broadband connection (DSL, cable, or FIBER), minimum of 5 Mbps, with backup internet options
  • Computer Literate - proficient with MS Office, Google Chrome, Google Docs, and Zoom/Slack

Minimum Computer Requirements:

  • -CPU: i5 2.5+ GHz CPU (the higher the better)
  • -RAM: 8 GB+ (the higher the better)
  • -Headset with Mic (for team meetings and huddles)
  • -Webcam (for team meetings and huddles)
  • -MS Office installed
  • Typing speed of 40 WPM or higher
  • Excellent written communication skills
  • STRONG customer service orientation
  • Able to work on shifting schedule but predominantly during US business hours
  • Have at least 1-year BPO Experience (experience in live chat is an advantage)
  • E-commerce, Garments/Shapewear experience is a PLUS

Role Related Skills:

  • Efficiency - Able to produce significant output with minimal wasted effort
  • Reading Comprehension - Grasps the meaning of information written in English, and applies it to work situations.
  • Writing - Conveys ideas and facts in writing using language the reader will best understand.
  • Customer Focus - Builds and maintains customer satisfaction with the products and services offered by the organization.
  • Follow-through on Commitments - Lives up to verbal and written agreements, regardless of personal cost
  • Persistence - Demonstrates tenacity and willingness to go the distance to get something done.
  • Teamwork - Promotes cooperation and commitment within a team to achieve goals and deliverables.
  • Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including Email and Messenger.
  • Calm under pressure - Maintains stable performance when under heavy pressure or stress.
  • Flexibility/adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
  • Proactivity - Acts without being told what to do. Brings new ideas to the company.

What We Have to Offer:

  • Proximity doesn’t influence productivity. As a globally distributed team, you can live and work wherever you want.
  • A rich experience including the opportunity to collaborate with world-class talents. Encouraging transparency and open communication to all.
  • A data-driven, dynamic, energetic work environment, full of talented, goal-oriented, and empathetic people working together to grow and develop both as professionals and human beings.
  • A safe space to be who you truly are. We embrace and support diversity, equity and work hard every day to keep becoming more inclusive.
  • Openness to new ideas and initiatives: You can always join a squad, tribe, or committee, start new ones. Bring your hobbies and passions and transform them into projects!

For more benefits please visit our Trafilea web Site.

Are you ready? Apply for this position today and join the fastest-growing startup in the world!