WE'RE LOOKING FOR A

Customer Service Representative

Renegade Folk is seeking a Customer Service Representative (or CSR) who will act as an RF Brand Ambassador—you are responsible for providing the best RF experience for our customers.

A LITTLE BIT ABOUT US

Renegade Folk is an exciting and fast-paced startup that was launched in 2007 by three sisters eager to infuse the market with stylish, comfortable footwear. Through an engaging presence online and at seasonal bazaars, RF slowly but surely grew its loyal fan base. Now, they’re one of the most-followed Filipino fashion brands. With new styles released every month and collections updated every season, RF continues to innovate, inspire, and grow along with its audience.

SUMMARY

  • You are genuinely excited to help customers. You’re patient, empathetic, and passionately communicative. You love to talk. You put yourselves in our customers’ shoes and advocate for them when necessary.
  • You will respond to inquiries and solve any problems that our customers have with empathy & efficiency.
  • Customer feedback is priceless and you will be responsible for gathering them.
  • Problem solving should also come naturally to you. You are confident at troubleshooting & investigating if you don’t have enough information to resolve complaints.
  • Our goal is to have an excellent & memorable Renegade Folk experience by maintaining exceptional high customer satisfaction.

JOB REQUIREMENTS

  1. Experience with customer service
  2. Familiarity with CRM systems and practices
  3. Comfortable with using software, online tools
  4. Excellent communication and presentation skills
  5. Ability to multi-task, prioritize, and manage time effectively
  6. High level of ease in conversing and processing thoughts with customers in both Filipino and English languages both written & oral
  7. Strong listening, analytical, problem solving & documentation skills
  8. Pro-active, requires minimum supervision
  9. Quality focus
  10. High school degree

RESPONSIBILITIES

  1. Handles customer inquiries promptly & efficiently across different platforms
    • SMS
    • Viber
    • Calls
    • Email
    • Social media: Instagram and Facebook
  2. Achieves sales targets & actively thinks of ways how to achieve this given her role & responsibilities
  3. Converts all inquiries into sales. Generates sales leads that develop new customers
  4. Makes sure that the customer has a great & seamless experience every time she orders
    • From inquiry, order, payment, shipment & delivery, returns & exchange to when she uses her RFs
    • Follows up pending payment orders with customers and makes sure there are no inactive orders.  
    • Makes sure that customers’ packages arrive on time.
  5. Makes sure that all customers’ issues are addressed & solved right away.
    • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
    • Coordinates with the necessary people to make sure that the customer’s issues are solved right away
    • Handles customer complaints properly and convert frustrated customers to loyal customers. Follow up to ensure resolution.
  6. Document and keep records of important & challenging customer interactions.
    • Documents principles for addressing specific situations so as to standardise solutions
    • Provides a quick and comprehensive background of of a customer which will be handy every time one interacts with the customer
    • Categorizes interactions into different sub categories & quantify them.
      • positive & negative feedback
      • concerns about pricing, sizing, availability etc.
  7. Relay to the rest of the RF team customers’ feedback, suggestions & complaints.
    • Uses the database of customer interactions as reference for giving out information & suggestions
    • Updates the entire team regularly about the customers’ feedback & always give suggestions
  8. Maintains & updates RF customers database
    • Keeps an accurate & updated record of all our customers & their order history
    • Groups them into different categories according to customer life stage and order value
    • Sets & actively works towards a customer lifetime value for every RF customer
  9. Creates & follows RF customers communication guidelines & procedures
    • Develop best ways to communicate & address the customers’ concerns while accomplishing RF’s goals
    • Documents everything for easier reference in the future
    • Updates it regularly basing on what works and what doesn’t
  10. Creates & regularly updates the ‘Help’ page
    • Based on frequently asked questions by the customers
    • Makes sure that the content is updated & accurate
  11. Uses software, apps & programs what will help serve the RF customer better & will efficiently give us valuable insights that we can use to better improve our products & service  
     

Think you're a good fit?

SEND YOUR RESUME AND COVER LETTER TO HELLO@RENEGADEFOLK.COM!