Job description

About Trafilea

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 Communicate with customers either through Chat, 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.

Accountabilities:

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
Recommended alternative items if the product was out of stock
Meet and exceed all key performance indicators set by the company
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.
Must be able to perform duties with moderate to low supervision.
Must be present 95% to 100% daily.