Customer Happiness Representative

Location

Manila, Manila, Philippines

Description

Not all heroes wear capes — but plenty of them use toilet paper

Want to challenge yourself at a purpose-led scale up AND make a difference in the world? Come join the revolootion!

Funny name, serious business

We make eco-friendly products and donate 50% of our profits to provide clean water and help build toilets for the billions of people who lack proper access. So far, we’ve contributed over $13.3 million AUD (roughly $8.9 million USD) to fund sanitation projects around the globe. Basically, we’re really good at doing good.

With hubs in Australia, the Philippines, China, the US, UK and Europe, our amazing team of 200+ work to make the biggest possible impact for people and the planet. Over the next couple of years, we’re hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services.

A bit about the role

We have a team of delightful, dedicated, and enthusiastic people across the Philippines and Australia, who do everything they can to make sure our customers have the best experience possible.

Our customers mean the world to us, they’re dedicated to helping our business grow and supporting our mission. Every interaction with them is a chance to help them out and make them smile.

We're looking for passionate individuals to join our Freelance Friend Crew, a team dedicated to providing exceptional customer service. You'll play a vital role by supporting our core team members and ensuring our customers receive top-notch care even when they're out of the office. We’re looking for people who can commit to a schedule with weekend shifts and full 8-hour days during IRL events (in real life) and Holiday breaks (usually fall in October and December to January). This is limited to a 6-month engagement period.

If you worked here this past month here are some things you might have been involved in:

Stayed Updated: You’ve actively participated in team meetings and Slack channels to stay informed, learn from colleagues and build connections.
Delighted Customers: Delivered exceptional service by responding to a variety of customer inquiries via email and live chat including website/technical issues, orders, tracking, and subscriptions.
Mastered the Tools: You’ve gradually learned and mastered our tools, gaining confidence in finding answers and providing solutions.
Driven regular one-on-one meetings with mentors to discuss strategies for improvement
Stepped Up During Key Moments: Successfully managed operational demands during peak times or when core team members were unavailable. This ensured business continuity, customer responsiveness, and efficient achievement of our goals.

Let’s talk about you

This role is ideal for individuals who are passionate about exceeding customer expectations and delivering exceptional service. Strong written and verbal communication skills in English are essential, as is a genuine desire to make a positive impact on every interaction. Previous customer service experience is a plus, but a willingness to learn and a dedication to the customer experience are highly valued.

You love to solve problems
Life's a mess sometimes, but you can be the hero who cleans it up! We need your creative troubleshooting skills to help unroll the best solutions for our customers.

You’re a confident and effective communicator
Clear, friendly, and empathetic communication with customers is what we strive for, and what you’re naturally good at. You’re also great at communicating with your team, including sharing best practices with colleagues and making it clear when you need extra support or training.

You’re an active listener!

Our customers' needs are constantly changing. We seek someone who actively listens to understand these shifts, proactively seeks clarification, and delivers solutions before problems arise.

You’re tech-savvy!
Technology is your friend. You’re comfortable navigating through different tools at the same time. You’re excited to share your life-saving tools and might have come across our tech stack like Zendesk, Shopify, Guru and Monday.com.

You’re a team player
It’s natural for you to work hard and contribute as part of a team, and you’re the first person to help out a teammate if they’re falling behind.

You give a crap!

Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too!

Why should you work with us?

First off, as a certified B Corp™, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5 we’re in very good company with other exceptional B Corps around the world.

We also believe that helping to make the world a better place should be rewarded accordingly – that’s why we offer competitive, market informed salaries, meaningful support towards healthcare for our team around the world, generous paid leave, tailored learning and development opportunities, and free toilet paper (yes, you read that right).

Our engagement surveys (thanks Culture Amp!) tell us that our team is really proud (98%) to work for Who Gives A Crap and, well, we couldn’t be more proud of that.

Have you made it this far?

If you’re still reading, we think there’s a strong chance you might be our kind of person. Here’s the thing, though — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the closer we are to delivering toilets and clean water for all.

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