Sr. Customer Service Associate

Do you have a proactive personality, a flair for providing customer service, and a thirst for new experiences? ZALORA and its Australian counterpart THE ICONIC are looking for problem-solving, empathetic and passionately communicative talents to join our team in Muntinlupa, Philippines, reporting to an Operations Supervisor.

You are expected to be the liaison person, provide exceptional service and resolve any emerging problems that you or our customers may face. Think fast and always keep on top of things in a dynamic, fast-paced environment that makes sure our customers enjoy the best shopping experience.

Job Responsibilities:

• Coordinate and report directly to an Operations Supervisor.
• Professionally handle high volumes of incoming inquiries from customers (chats and emails).
• Deliver exemplary customer experience by providing the next course of action in resolving the customer's reason for contact.
• Demonstrate exceptional customer service skills in every interaction and ensure timely, one-contact resolution with customers.
• Effectively de-escalate customer issues using empathy and conflict resolution skills.
• Utilize effective time management and prioritization skills in order to handle a high volume of chats and emails in a fast-paced environment.
• Demonstrate motivation by identifying personal strengths and opportunities in partnership with a Supervisor to develop career enhancing skills.
• Ability to identify and report any critical or reoccurring customer service issues to Supervisor.
• Maintain a balance between company policy and customer benefit in decision making.
• Demonstrate THE ICONIC and ZALORA culture through both behavior and attitude
• Performs other duties or responsibilities as assigned

Job Requirements:

• Minimum of at least six months to one-year work experience in a contact center for customer service (English speaking account).
• Experience in email and chat channels is a plus.
• Ability to establish rapport and can easily collaborate with others.
• Analytical with effective negotiation and problem-solving skills
• Strong conversational English communication skills
• Amenable to work in Muntinlupa-Cavite Expressway (MCX) area.
• Available to start ASAP.
• Only shortlisted candidates will be contacted.

Other Requirements:

• With a Fiber internet connection - minimum of 10 mbps, preferably 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 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.