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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on effective communication, problem resolution, and organizational abilities. Familiarity with customer service metrics and experience in e-commerce or DTC brands enhances the capability to improve customer experiences.
Highest-signal resume keywords
Customer Service ExperienceStrong Written And Verbal CommunicationProblem Resolution SkillsOrganizational SkillsFamiliarity With Customer Service Metrics
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
EmpathyTeam CollaborationResponsibility
Tools & Technologies
WhatsAppEmailSocial MediaSupport Platforms
Industry Keywords
E-CommerceDTC BrandsCustomer SupportCustomer ExperienceSLACSATResponse Time
About the role
Key responsibilities & impact- Assist customers through the brand’s official channels (WhatsApp, email, social media, and support platforms).
- Resolve questions related to orders, deliveries, exchanges, returns, and product use.
- Provide prompt, clear, and empathetic service while maintaining Guava’s communication standards and tone of voice.
- Log, track, and close tickets, ensuring compliance with defined SLAs.
- Identify patterns in questions, complaints, and positive feedback, and share insights with the team.
- Support the organization of customer service information, processes, and workflows.
- Contribute to the continuous improvement of the customer experience throughout the customer journey.
- Support community engagement and care initiatives as needed.
Requirements
What you’ll need- Previous experience in customer service, customer support, or relationship management.
- Strong written and verbal communication skills.
- Excellent organization and a strong sense of responsibility when handling multiple customer interactions.
- Ability to resolve problems clearly, practically, and empathetically.
- Comfortable working as part of a team and communicating with different departments.
- Availability to work in a dynamic, constantly evolving environment.
- Previous experience in e-commerce or with DTC brands is a plus.
- Familiarity with customer service metrics (SLA, CSAT, response time) is a plus.
- Experience managing customer communities or groups (WhatsApp, VIP groups, etc.) is a plus.
Benefits
Comp & perks- Swile Multi-Benefits: Flexibility to use your benefits balance where and how you prefer.
- Product Voucher: Exclusive credit to redeem products from any of our brands.
- Discount Coupon: Special, ongoing discounts across our three brands.
- Birthday Day Off: A full day off during your birthday month to celebrate however you choose.
- Alternative Transportation Support: Transportation allowance or mobility assistance to help ensure a smooth commute.
- Annual Bonus: Participation linked to the group’s overall results.
- Conexa Partnership: 24/7 telemedicine services and telepsychology support.
- Dental Plan: Comprehensive dental coverage through Uniodonto.
- GoGood Partnership: Membership and discounts across a broad network of partner gyms and studios.
- Guapeco Partnership: Protection for your four-legged friend.
- Daily learning opportunities at a growing company.