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Customer Care Analyst

4 weeks ago

Remote, United Arab Emirates Trafilea Full time

**About Trafilea**

Trafilea is a dynamic and innovative Tech E-commerce Group that operates multiple direct-to-consumer brands in the intimate apparel and beauty sectors, with a focus on using data-driven strategies to scale their businesses. In addition to our products, we have our own online community dedicated to promoting body positivity. As a rapidly growing global player, Trafilea is committed to creating high-quality products and services that enhance the customer experience and drive long-term growth.

At Trafilea, we foster a culture of collaboration, innovation, and continuous learning. We believe in investing in our people and providing them with the support and development opportunities they need to grow both personally and professionally. With our remote-first approach, you'll have the freedom to work from anywhere in the world, surrounded by a diverse and talented team that spans the globe.
- We are looking for a _**_Customer Experience_**_ Analyst _**_to_ _provide excellent assistance to customers by handling the tickets that customers raise regarding post-sale orders, and provide any post-sale support._

**Expected outcomes & responsibilities**
- Handle and solve the customers’ tickets that are raised by customers directly or assigned by the sales agent.
- Review the returns and refund requests, approve if the conditions applied
- Perform financial refunds through the payment methods dashboard ( Stripe, Tabby, Tamara, Mada )
- Perform bank transfer refunds to customers if needed.
- Perform wallet coupon refunds.
- Work closely with the logistics department to follow up on shipping delay tickets, and broken/wrong orders.
- Ensure that all interactions with customers are conducted in a positive and friendly tone, reflecting the brand's values and commitment to exceptional customer service.
- Report issues and customer experience technical bugs or concerns to the customer care leader.
- Meet or exceed performance targets for KPIs such as customer satisfaction rate, average handle time, number of tickets vs number of tickets solved, average handle time, escalation rate, refunds percentage, returned percentage, and bank transfer percentage.
- Working from 9:00 AM - 6:00 PM closely with the sales agents and the customer care team leader. Have one-on-one meetings with the customer care team leader.

**Experience/ Qualifications**
- Strong grasp of English language, including spoken and written
- Fluent in spoken and written Arabic with a focus on Levant or Gulf accents.
- Good problem-solving skills and confidence when facing challenges to ensure we provide excellence in customer experience
- Continuous learning and growth mindset
- Good interpersonal & communication skills; positive work attitude
- Good analytical and problem-solving skills
- Able to have the right follow-up and monitoring of action items and KPIs
- A responsible team player who works well with others
- Able to make good decisions independently

**What we offer**:

- Collaborate with world-class talents in a data-driven, dynamic, energetic work environment.
- Opportunity to grow and develop both professionally and personally.
- Safe space to be who you truly are, with a commitment to diversity, equity, and inclusion.
- Openness to new ideas and initiatives.
- Great benefits package including remote work, 15 working days of paid holidays, Learning subsidy, and more

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