Sr. Customer Service Associate

1SS/E-Distribution CS Senior Associate

Work Location: MCX E-COMMERCE CENTER, Muntinlupa – Cavite Expressway (MCX) Rotunda, Brgy Poblacion, Muntinlupa City 1776

Work Setup: Hybrid (1x a week onsite)

Job Profile:

We are looking for a passionate and enthusiastic individual to liaise between 1SS Brand/s and its customers. As a 1SS/E-Distribution CS Senior Associate, you will be responsible for providing service information as well as resolving any product or service complaints or problems that 1SS/E-Distribution Brand Customers may raise. It is critical that you problem-solve and provide the solution to solve the problem, expediting correction or adjustment following up to ensure resolution.

At ZALORA, our Customer Service team provides highly personalized levels of support to our customers by leveraging best-in-class customer support practices across several different channels and products. You will have the ability to dive deep into ZALORA's ever-changing product and services lineup to answer questions, troubleshoot issues, analyze performance, and execute these ideas creatively and strategically while maintaining high customer satisfaction and low customer effort. We are fast becoming the standard for outstanding customer experience. Therefore, innovation, curiosity, and leading process change to challenge the status quo are essential for this role.

Key Responsibilities:

• Reporting to the Supervisor or Team Leader for 1SS/E-Distribution CS
• Being able to handle 1SS Brand customer's interactions from different service channels such as email, seller center, and any other potential channels that 1SS Brand will explore in the future
• Being able to thoroughly understand 1SS Brand customers' concerns and being able to gather information, assess and fulfill customer's needs efficiently.
• Being able to make sound decisions in finding the balance between internal and external policies that will benefit or impact 1SS Brand customers
• Being able to continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
• Being able to liaise with 1SS Brand internal team for any issues or escalated concerns coming from the customers.
• Being able to demonstrate the ZALORA Culture through both behavior and attitude
• Being able to perform other duties and responsibilities as assigned

Requirements:

• Minimum of at least 6 months experience in working in a customer service environment either in-person or virtual/remote. (Fresh graduates are also encouraged to apply)
• Must be amenable to shifting schedule and should be flexible with working hours, overtime covering pre/post-shift or during rest days.
• Flexible and Adaptable to changes in schedule or processes that impact their current scope
• Ability to multi-task, prioritize and manage time effectively
• Strong Written and Verbal communication skills especially in English
• Analytical and problem-solving skills.
• Basic knowledge in using Microsoft Office and/or GSuite Applications
• Internet connection must be at least 5 Mbps or higher

The ZALORA Story

ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends, and fit. As Asia's leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong, and Taiwan. ZALORA's localized sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes, and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets.