Automation & Process Improvement Specialist

BF JADE E-SERVICES PHILIPPINES INC.; Muntinlupa; On-site; PHP 420,000 - 560,000; Full time

Job summary

BF JADE E-SERVICES PHILIPPINES INC. seeks aCX Process Improvement and Training Coordinator to design, deliver, and continuously improve training content for cross-functional teams in Manila and Australia.

The role focuses on onboarding materials, SOPs, and customer/agent experience alignment. You will collaborate with ZALORA and THE ICONIC to implement a Continuous Improvement framework, coach teams, and ensure timely training delivery throughout the year.

Qualifications

• Strong written and verbal English communication and presentation skills.
• Growth mindset and continuous improvement ethos.
• Excellent organization with high attention to detail.
• Proactive and hands-on approach to tasks.
• Able to work independently and with cross-functional stakeholders.
• Comfort with CRM systems and data-driven insights.

Responsibilities

• Collaborate with ZALORA and THE ICONIC teams in Manila and Sydney to deliver process and training content.
• Maintain and administer CRM content, including SOPs and FAQs, and manage accounts/macros/scripts.
• Coordinate updates with CX Process Improvement Lead and incorporate changes and feedback.
• Pilot Continuous Improvement activities with CX Improvement, Training and QA teams using KPI data.
• Create operational readiness docs for new initiatives detailing changes across customer and agent experiences.
• Train across appropriate methods, schedule sessions with stakeholders to minimize disruption, and keep onboarding materials current.
• Collect feedback to drive ongoing process and training improvements and translate into Guide articles.
• Demonstrate alignment with ZALORA and THE ICONIC culture in team actions and communication.
• Assist during peak times to handle Tier1 contacts across channels and meet team metrics.
• Add KPIs and support the team in productivity, quality, engagement, and output.

Skills

English communication

Growth mindset

Attention to detail

Proactive

Independent & collaborative

CRM knowledge

Analytical

Problem solving

Stakeholder collaboration

MCX-area willingness

Tools

CRM platform

Job description

BF JADE E-SERVICES PHILIPPINES INC. seeks aCX Process Improvement and Training Coordinator to design, deliver, and continuously improve training content for cross-functional teams in Manila and Australia.

The role focuses on onboarding materials, SOPs, and customer/agent experience alignment. You will collaborate with ZALORA and THE ICONIC to implement a Continuous Improvement framework, coach teams, and ensure timely training delivery throughout the year.