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 vommunicate with customers either 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.
Customer Service Skills - Obsessed with Customer happiness
- CSAT (Customer Satisfaction) Focus: Deliver high customer satisfaction. Understand the importance of positive customer interactions and consistently meet or exceed CSAT Targets
- Problem Resolution: Strong problem-solving skills. You are expected to provide effective resolutions to customer issues. Emphasize the ability to go beyond scripted responses and think creatively to address customer concerns.
- Communication Skills: Communicate clearly and effectively, both in writing and verbally. This includes the ability to explain complex skincare concepts in an easy-to-understand manner.
Retention and Churn Management
- Ownership Mentality: Take ownership of customer relationships and show commitment to reducing churn. View each customer interaction as an opportunity to retain and strengthen the customer base.
- Analytical Skills: Find candidates who can analyze churn data and identify patterns or trends. This includes an understanding of the factors influencing churn and the ability to propose and implement strategies to improve retention rates.
Sales and Revenue Focus
- Net Collection Rate: Understand the financial implications of their actions on the business. You need to be motivated by achieving and surpassing net collection rate goals.
- Overachievement Mindset: We need someone who is highly motivated. Emphasize the importance of exceeding targets and goals. We need you to be competitive and strive to overachieve, contributing to the overall success of the company.
Adaptability and Continuous Learning
- Adaptability: Demonstrat the ability to adapt to changes in the industry, market, or company policies. This is crucial in a dynamic subscription model where customer preferences may evolve.
- Curiosity and Learning Orientation: Be curious about skincare trends, industry developments, and customer preferences. We need proactive learners who stay updated on the latest skincare knowledge.
Feedback and Improvement
- Embrace Constant Feedback: Be open to receive constant feedback and use it constructively to improve performance.
Retention Flow Guidelines: Follow retention flow guidelines while also encouraging a mindset of improvement. Balance adherence to guidelines with the flexibility to improve processes.
- 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
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, Beauty products experience is a PLUS
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!