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Team Leader - Customer Service


We are looking for a patient, empathetic, passionately communicative talent to join our Cluster Call Center in Malaysia. Reporting to the Associate Manager, the person is expected to lead a team of Customer Service Representatives and to improve the CS processes, making sure our customers enjoying the best shopping experience.


Responsibilities:


Process

  • Proactively identify process improvements and undertake relevant projects to deliver improvements
  • Prepare standard operating procedure, knowledge base document, and relevant tools/document to support effective customer service delivery by front line employees
  • Collaborate and recommend ideas to stakeholder and managements on process and systems improvement


People

  • Great leadership attributes who is able to drive lead by example, humble and great persona to drive the team
  • Understand the evolution of business and match it with good work force management program
  • Deliver effective performance management program via great communication and equality.
  • Improve employee retention and build a sustainable workforce
  • Good work force management skill with human touch
  • Manage escalation queries


System

  • Fast learner and good adaptability of any CRM or customer interaction systems
  • Knowledge on fraud management, refunds and payment tools is advantageous
  • Able to suggest systems improvements to enhance operations efficiency


Requirements:

  • Candidate must holds at least a Bachelor's Degree in Business or relevant fields.
  • Fluent spoken and written English
  • At least 3 years of working experience in the related field is required for this position
  • Experience in managing or leading project is an added advantage
  • Able to effectively influence stakeholders and deal with senior management

 

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 localised 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. 

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.

 

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