Trafilea is a dynamic and innovative tech e-commerce group that’s changing the game in the intimate apparel and beauty sectors. With a focus on data-driven strategies, they’re scaling new heights and creating a community that’s all about body positivity. Trafilea is on the hunt for a talented Customer Experience Team Leader to join their remote team and help take their customer service to the next level.
Location
- Remote (work from home)
Employment type
- Full-time
Department
- Customer Care
Role of the Job
The Customer Experience Team Leader will be responsible for leading a team of customer service representatives and ensuring that customers have an exceptional shopping experience on Trafilea’s Apparel store. This role is all about representing the customer’s voice and using feedback and insights to drive business decisions.Main Responsibilities
Main Responsibilities
- Lead and manage a team of customer service representatives
- Ensure excellence in customer experience by providing timely and effective solutions to customer queries
- Analyze customer feedback and insights to identify trends and areas for improvement
- Collaborate with cross-functional teams to implement changes that enhance the customer experience
- Monitor and report on key performance indicators (KPIs) to measure customer satisfaction
- Develop and implement strategies to improve customer retention and loyalty
- Provide coaching and training to team members to ensure they have the skills and knowledge needed to deliver exceptional customer experiences
Qualification Needed
- 2+ years of experience in a similar role- Strong grasp of the English language (spoken and written)
- Proven ability to lead and manage teams- Good problem-solving skills and confidence when facing challenges
- Continuous learning and growth mindset- Good interpersonal and communication skills; positive work attitude
- Good analytical and problem-solving skills
- Ability to follow up and monitor action items and KPIs
- Responsible team player who works well with others
- Ability to make good decisions independently
FAQs
- What’s the company culture like at Trafilea?
Trafilea fosters a culture of collaboration, innovation, and continuous learning. They believe in investing in their people and providing them with the support and development opportunities they need to grow both personally and professionally.
- What’s the team like that I’ll be working with?
You’ll be working with a diverse and talented team that spans the globe. Trafilea is committed to creating a safe space for everyone to be themselves.
- What kind of benefits does Trafilea offer?
Trafilea offers a great benefits package, including remote work, 15 working days of paid holidays, learning subsidy, and more.
- Is Trafilea a recognized company?
Yes, Trafilea has been recognized by Forbes and FlexJobs as one of the Top 25 Companies for Remote Workers.
- What’s the work environment like?
Trafilea offers a dynamic and energetic work environment that’s driven by data and innovation.
- Can I work independently?
Yes, Trafilea expects its team members to be able to make good decisions independently and work well with others.
- What kind of support can I expect from Trafilea?
Trafilea provides its team members with the support and development opportunities they need to grow both personally and professionally.
- How does Trafilea approach customer feedback?
Trafilea is committed to using customer feedback and insights to drive business decisions and improve the customer experience.
- Can I apply if I don’t have experience in customer service?
Trafilea is looking for candidates with 2+ years of experience in a similar role, so it’s unlikely that candidates without experience in customer service would be considered.
- What’s the crisis management process like at Trafilea?
Trafilea has a process in place for managing crises and customer feedback.
- Can I work from anywhere in the world?
Yes, Trafilea offers remote work opportunities, and team members can work from anywhere in the world.
Required document
- Resume/CV
How to apply
To initiate the application process, kindly submit your application below.
Submit Application
About Trafilea
- A Dynamic and Innovative Tech E-commerce Group
Trafilea is a rapidly growing global player in the intimate apparel and beauty sectors. With a focus on using data-driven strategies to scale businesses, Trafilea has established itself as a leader in the industry. The company’s mission is to create high-quality products and services that enhance the customer experience and drive long-term growth
- A Culture of Collaboration and Innovation
Trafilea fosters a culture of collaboration, innovation, and continuous learning. The company’s team members are encouraged to share their ideas, take risks, and learn from their mistakes. Trafilea’s leadership team is committed to creating a work environment that is dynamic, energetic, and supportive. The company’s goal is to provide team members with the tools and resources they need to succeed and grow in their careers.
- Recognition and Awards
Trafilea has been recognized by Forbes and FlexJobs as one of the Top 25 Companies for Remote Workers. This recognition is a testament to the company’s commitment to creating a remote work environment that is flexible, productive, and fulfilling. Trafilea’s leadership team is proud of its team members and the work they do to deliver exceptional customer experiences.