Customer Care Representative

Summary

Join Trafilea, a global company building communities and transformative brands, as a Customer Support representative! You will communicate with customers via chat, email, and social media, resolving issues and providing excellent service. This role requires strong communication skills, customer service experience, and proficiency with various software. Based in the Philippines, you'll need a stable internet connection and meet specific computer requirements. Trafilea offers a remote work environment, a collaborative culture, and opportunities for professional growth.

Requirements

• Be based in the Philippines (Metro Manila or nearby provinces)
• Have a stable internet broadband connection (DSL, cable, or FIBER), minimum of 5 Mbps, with backup internet options
• Be Computer Literate - proficient with MS Office, Google Chrome, Google Docs, and Zoom/Slack
• Have a CPU: i5 2.5+ GHz CPU (the higher the better)
• Have RAM: 8 GB+ (the higher the better)
• Have a Headset with Mic (for team meetings and huddles)
• Have a Webcam (for team meetings and huddles)
• Have MS Office installed
• Have a typing speed of 40 WPM or higher
• Have excellent written communication skills
• Have a STRONG customer service orientation
• Be able to work on a shifting schedule but predominantly during US business hours
• Have at least 1-year BPO Experience (experience in live chat is an advantage)

Responsibilities

• 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
• Recommend alternative items if the product was out of stock
• Meet and exceed all key performance indicators set by the company
• Be 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
• Perform duties with moderate to low supervision
• Be present 95% to 100% daily

Preferred Qualifications

Have E-commerce, Garments/Shapewear experience

Benefits

• Remote work
• Opportunity to collaborate with world-class talents
• 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!