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Terry S.A. Inc.

Conversational Commerce Agent

Terry S.A. Inc.

With business certificates
Established in 2003 | 51-200 employees
Chino Roces Ext., Magallanes, Makati, Metro Manila
Total vacancies for this job title : 2
Posted on : January 11, 2021
Job ID : 372420


TERRY SA Inc. is a is a fun and dynamic lifestyle creation company with an existing portfolio of fashion brands like Havaianas, Dupe, Bensimon, Thread 365, K- Way and retail concepts like Common Thread, and Aura Athletica.
Is currently looking for:
Current set-up: Work from Home
Job Objective/s:
Reporting directly to the Customer Service Data Supervisor, the Conversational Commerce Agent will support TSA’s selling activities by influencing existing or potential customers to buy our products. They must provide helpful information about the product and answer questions in a fast-paced environment. Their goal is to promote business growth by expanding the company’s clientele and helping customers who encounter challenges in ordering from TSA’s online marketplaces to successfully make a purchase. Throughout all of these interactions, the Conversational Commerce Agent must maintain a high level of professionalism and present the organization in the best light possible.
A successful Conversational Commerce Agent must be friendly and persuasive. They must be able to understand the customer’s requirements in a short time and present solutions that meet their needs. The ideal candidate will also be patient and cool-tempered to deal with aggressiveness and complaints.
Duties and Responsibilities:
Purchase Driving Tasks
  • Persuasively engage customers in conversation and influence them to buy products by following a prepared sales script to give product information, price quotations and delivery information.
  • Use detailed understanding of the product to answer questions from customers and lead them through the purchasing process
  • Ask relevant leading questions to understand the customer's needs and recommend the best or alternative products for their purposes
  • Adjust sales scripts to better target the needs and interests of specific individuals
  • Assist potential customers who have been solicited through advertisements
  • Accurately record the customer’s personal information including phone number, address and other order information in a computer system
  • Work with team members to meet sales targets and performance goals
  • Maintain operations by following policies and procedures
  • Maintain product expertise by reviewing company materials and attending educational seminars such as Havaianas Academy
  • Conducts market surveys to gather data about potential customers
Customer Care Program Management
  • Acts as the brand ambassador on all points of contact (staff, store, product & services, events and head office)
  • Responds promptly to customer inquiries by communicating through the Customer Service Management Tool (Zendesk) that consolidates all customer touch points in one view.
  • Attract potential customers by answering product and service questions and suggesting information about other products and services.
  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer
  • Maintain company standards during communications in order to ensure high quality service
  • Prepare sales reports by collecting and analyzing customer needs and submit to the Customer Service Data Supervisor for presentation to management
  • Escalate customer complaints or concerns to Customer Service Associates to resolve the problem while adhering to company policy
  • Refer advanced cases to the Customer Service Data Supervisor as necessary
  • Providing feedback on the efficiency of the customer service process
  • Prepare product or service reports by collecting and analyzing customer needs to ensure overall customer satisfaction and submit to the Customer Service Data Supervisor for presentation to management
Required Skills:
  • Communication skills – this role relies heavily on both written and verbal communication when interacting with customers
  • Selling skills - ability to promote a product and make a sale using persuasive language and techniques
  • Product knowledge
    • Must thoroughly know the products they are selling and how to sell them with a focus on a customer's demographics such as age, gender, etc.
    • Must have a detailed understanding of the product being offered and can provide even the technical information about the product such as production process, quality assurance and product care 
Minimum Qualifications:
  • With a Bachelor's Degree, preferably with a major in Sales, Marketing, Communications, Management, Mass Communication and other related fields.
  • Fresh graduate or with at least 1 year experience in a customer service function, sales or marketing function, with experience in directly handling customers, using CRM tools.
  • Experience in a position where meeting sales goals was an important indication of performance
  • Effective verbal/written communication and interaction both with internal and external customers; Articulate in English and Filipino for both written and verbal correspondence
  • Speed and accuracy in typing
  • Quick learner, level-headed, organized/detail-oriented, excellent at time management
  • Intermediate proficiency in Microsoft Office (MS Excel, MS Word, MS Powerpoint)
  • Pleasant personality and clear communication skills over the phone
  • Able to effectively handle difficult customers
  • Able to self-manage and multi-task 

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