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Summary:
- Trafilea is a global company that builds communities and transformative brands.
- They own the brands and take care of the entire customer journey, delivering wow-worthy experiences.
- The company has been featured in Forbes and FlexJobs as one of the Top 25 Companies for Remote Workers.
- The company is looking for dynamic, dedicated, and committed individuals to drive its brands forward.
- The brands they operate include Shapermint & Truekind.
Responsibilities:
- 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 recommendation.
- Provide excellent customer experience through Chat assistance.
- Deliver high customer satisfaction (CSAT).
- Provide effective resolutions to customer issues, going beyond scripted responses.
- Communicate clearly and effectively in writing and verbally, explaining complex skincare concepts.
- Take ownership of customer relationships and aim to reduce churn.
- Analyze churn data and identify patterns or trends to improve retention rates.
- Understand the financial implications of actions on the business and surpass net collection rate goals.
- Strive to exceed targets and contribute to the company’s success.
- Demonstrate adaptability to changes in the industry, market, or company policies.
- Stay updated on skincare trends, industry developments, and customer preferences.
- Be open to constant feedback and use it to improve performance.
- Follow retention flow guidelines while encouraging improvements.
Requirements:
- Sales experience is a must.
- Must be based in the Philippines (Metro Manila or nearby provinces).
- A stable internet connection (DSL, cable, or FIBER) with a minimum of 5 Mbps, and 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.
- Ability to work on shifting schedule, predominantly during US business hours.
- At least 1-year BPO experience (experience in live chat is an advantage).
- E-commerce and beauty products experience is a plus.
Benefits:
- Work from anywhere as a globally distributed team.
- Opportunity to collaborate with world-class talents.
- Encouraging transparency and open communication.
- A dynamic, data-driven, energetic work environment.
- Embrace and support diversity and equity.
- Openness to new ideas and initiatives.
- A safe space to be who you truly are.
