Cache Club -
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TYPE OF WORK
Full Time
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SALARY
Php 35,000 to 50,000 DOE
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HOURS PER WEEK
40
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DATE UPDATED
Jul 24, 2025
*WHO & WHAT WE'RE LOOKING FOR*
We're seeking a Customer Service Coordinator who can handle our customer inquiries across multiple brands with minimal oversight. You're someone who provides excellent customer service, coordinates with internal teams to resolve issues efficiently, and maintains high service standards across all channels.
This is not an entry-level position. We need a proven professional who can handle high-volume customer interactions, manage complex product questions across our beauty and wellness portfolio, and deliver consistent service without hand-holding. We need someone who can maintain our service quality standards while supporting our rapid growth. If you thrive in fast-paced environments and take pride in solving customer problems, we want to hear from you.
*WHO WE ARE & WHAT WE DO*
Cache Brands is a rapidly growing multi-brand incubator building exceptional DTC beauty and wellness products that solve real customer problems. Our team of rockstars operates with startup speed but high-level execution standards, valuing strategic thinking and measurable results over busy work. We're brand builders who own outcomes and create sustainable, profitable businesses that scale globally. Our goal is to work with A+ talent who share our commitment to excellence and want to build something exceptional together.
*REQUIREMENTS*
- DTC Beauty and Wellness experience
- High school diploma or equivalent (some college preferred)
- 3+ years customer service experience in an ecommerce environment
- Proficient in customer service platforms (Commslayer, Re:Amaze or similar)
- Knowledge of Shopify and order management systems
- Strong verbal and written communication skills in English
- Knowledge of customer service KPIs including CSAT, FCR, FRT, CES, NPS
- Knowledge of customer service quality assurance and compliance standards
- Experience working cross-functionally with multiple departments
- Resume, recent verifiable results, and relevant work experience
- Written or video cover letter addressing our needs and your relevant skills (video applicants receive priority)
*ADDITIONAL SKILLSETS*
- Quality assurance and compliance knowledge
- Project management platform experience
- Social media management and reputation monitoring experience
- Vendor management and third-party coordination experience
- Clear understanding of how to leverage AI Tools like ChatGPT to improve work efficiency
- Advanced analytics and reporting experience in CRM systems and business intelligence tools
*PRIMARY RESPONSIBILITIES*
- Respond to customer inquiries across multiple channels (phone, chat,
- Process orders, handle returns/exchanges, and resolve product-related questions and complaints
- Maintain detailed product knowledge across portfolio including ingredients, usage, and policies
- Document customer interactions and escalate complex issues to appropriate teams when needed
- Coordinate with internal teams (fulfillment, product, marketing) to resolve customer issues efficiently
- Monitor and maintain customer service quality standards and response time targets
- Assist customers with website navigation, checkout processes, and technical troubleshooting
- Provide personalized product recommendations based on customer needs and preferences
- Track and report on daily/weekly customer service metrics and performance
*WHO ARE YOU*
- You have a hunger to learn, grow, and continuously improve
- You're self-directed and don't wait to be given tasks
- You communicate clearly and follow up on commitments
- You're patient and can handle difficult customer situations professionally
- You're reliable, trustworthy, and maintain professionalism in all interactions
- You understand when to escalate issues and how to work effectively with tea
- You're curious about products and stay informed about beauty/wellness trends
- You genuinely enjoy helping customers solve problems
- You're just, like, a super cool person
*APPLICATION REQUIREMENTS*
1. Resume with relevant work experience
2. Cover letter explaining your customer service philosophy and approach
3. Portfolio of process improvements and customer experience initiatives you've led
4. KPI performance documentation (FCR and FRT)
5. Case study example demonstrating cross-functional collaboration and problem-solving
6. 2-3 professional references supporting your ecommerce customer service experience
Important: Include the word "ROCKSTAR" somewhere in your cover letter. Applications without this word will not be reviewed.
*SELECTION PROCESS*
1. Initial Portfolio & Resume Review
2. Logic & Practical Assessment
3. Technical Interview
4. Reference Verification
5. Trial Period
