Beauty Customer Care Representative

Summary

Join Trafilea, a global company building communities and transformative brands, as a Customer Support representative! Communicate with customers via phone, email, and social media, resolving issues and providing excellent service. You'll influence buying decisions, manage customer retention, and analyze churn data. Success requires strong problem-solving, communication, and analytical skills, along with a sales-oriented mindset and adaptability. This role is based in the Philippines and requires specific technical skills and experience. Trafilea offers a remote work environment and a dynamic, supportive culture.

Requirements

• Sales experience is a MUST
• 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
• 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)

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 an excellent customer experience through Chat assistance
• Provide effective resolutions to customer issues
• Take ownership of customer relationships and show commitment to reducing churn
• Analyze churn data and identify patterns or trends
• Understand the financial implications of their actions on the business
• Demonstrate the ability to adapt to changes in the industry, market, or company policies
• Be curious about skincare trends, industry developments, and customer preferences
• Be open to receive constant feedback and use it constructively to improve performance
• Follow retention flow guidelines while also encouraging a mindset of improvement

Preferred Qualifications

E-commerce, Beauty products experience is a PLUS

Benefits

• 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!