Seasonal Beauty Customer Care Representative

4 weeks ago

Manila, Philippines Trafilea Full time

Overview 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 Responsibilities Provide customer support to communicate with customers through Phone, Email, or Social Media to answer questions, solve problems, and troubleshoot. Influence the customer’s buying decision through proper assistance and recommendations and provide an excellent customer experience through chat assistance. Deliver high customer satisfaction (CSAT) and understand the importance of positive interactions, aiming to meet or exceed CSAT targets. Resolve problems with effective, creative solutions beyond scripted responses when needed. Communicate clearly and effectively in writing and verbally, including explaining skincare concepts in an easy-to-understand manner. Own customer relationships to reduce churn and strengthen the customer base; view each interaction as an opportunity to retain customers. Analyze churn data to identify patterns and trends and propose strategies to improve retention. Understand the financial implications of actions on the business and strive to achieve and surpass net collection rate goals; maintain an overachievement mindset. Be adaptable to changes in the industry, market, or company policies within a dynamic subscription model; stay curious about skincare trends and customer preferences. Embrace constant feedback and use it constructively to improve performance. Follow retention flow guidelines while maintaining a mindset of process improvement. Qualifications / Requirements Sales experience is a MUST. Must be based in the Philippines (Metro Manila or nearby provinces). Stable internet broadband connection (DSL, cable, or FIBER), minimum of 5 Mbps, with backup options. Computer literate – proficient with MS Office, Google Chrome, Google Docs, and Zoom/Slack; minimum computer requirements: i5 2.5+ GHz CPU, 8 GB RAM, headset with mic, webcam, MS Office installed. Typing speed of 40 WPM or higher. Excellent written communication skills. Strong customer service orientation. Able to work on shifting schedules, predominantly during US business hours. At least 1 year of BPO experience (live chat experience is an advantage). E-commerce or beauty products experience is a plus. What We Have to Offer Global, distributed team allowing you to live and work from anywhere. Opportunity to collaborate with world-class talents with transparency and open communication. Data-driven, dynamic, energetic work environment with goal-oriented and empathetic colleagues. Inclusive culture that supports diversity and ongoing inclusion efforts. Open to new ideas and initiatives; join a squad, tribe, or committee, or start new projects. Are you ready? Apply for this position today and join the fastest-growing startup in the world #J-18808-Ljbffr

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