Customer Service Associate (Email and Chat)

zalora; Philippines; Hybrid; PHP 201,000 - 312,000; Full time

Job summary

ZALORA is seeking a Customer Service Associate in the Philippines to provide product and service information, resolve issues, and switch between B2B and B2C channels. The role involves handling calls, emails, chats, and social media with a focus on first-contact resolution and customer education.

You will work a hybrid schedule (WFH 4 days, on-site 1 day per week in Muntinlupa-Cavite Expressway area) and report to an Operations Supervisor. Strong English and interpersonal skills are essential.

Qualifications

• Minimum of 3 to 6 months work experience in customer service.
• Willing to work a shifting schedule and overtime as needed.
• Flexible and adaptable to schedule/process changes.
• Able to multitask, prioritize and manage time effectively.
• Able to establish rapport and collaborate with others.
• Analytical, with negotiation and problem-solving skills.
• Strong conversational English communication skills.
• Company-provided hardware: Windows 10, 4GB RAM, i5 processor.
• Internet connection of at least 15 Mbps.

Responsibilities

• Coordinate and report to an Operations Supervisor/Team Leader.
• Handle high volumes of inquiries across calls, emails, chats, social media, back office and other channels (B2C/B2B).
• Gather customer information, assess needs and educate customers on products and services.
• Resolve issues via one-touch resolution or escalated processes.
• Balance company policy with customer benefit in decision making.
• Identify opportunities to drive process improvements for customers and the company.
• Demonstrate Zalora culture through behavior and attitude.
• Perform other duties as assigned.

Skills

Customer service

Adaptability

Multitasking

Communication

Analytical thinking

English proficiency

Time management

Team collaboration

Tools

Windows 10

Job description

The Customer Service Associate is responsible for providing product and service information and resolving product and service problems. This is achieved by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. A key expectation is to have the flexibility to handle multiple channels and be able to switch between B2B and B2C functions.

RESPONSIBILITIES:

• Coordinate and report directly to an Operations Supervisor/ Team Leader.
• Professionally handle high volumes of incoming inquiries from customers (calls, emails, chats, social media, back office and other B2C/B2B channels)
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services.
• Resolve customer issues via one touch resolution guidelines and/or escalated process.
• Maintain a balance between company policy and customer benefit in decision making.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
• Demonstrate the ZALORA culture through both behavior and attitude.
• Performs other duties or responsibilities as assigned.

REQUIREMENTS:

• Minimum of at least 3 to 6 months work experience in customer service
• 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 multitask, prioritize and manage time effectively
• Ability to establish rapport and can easily collaborate with others
• Analytical with effective negotiation and problem-solving skills
• Strong conversational English communication skills
• Technology must be at least i5 processor or similar specs, 4gb RAM, Windows 10 (Company-provided)
• Internet connection must be at least 15 mbps or higher.

• Ability to work in a hybrid environment, working from home (WFH) 4 days per week and on site (RTO) 1 day per week in Muntinlupa-Cavite Expressway (MCX)

Wonderhowit'sliketobuildyourcareerwithZALORA?Inspiredbyemployees,webelieveyou'llbeinfor:

• Anexcitingplatformtomakeyoursuccessstory
• Havetheutmostcareforyourmentalandphysicalwellbeing
• Flexibilityweavedintoyourlifestyle
• Aseamlessworkenvironmentwithafriendly&team-fueledculture
• Careergrowthalignedtoyourprofessionalandpersonalneedsandgoals

Wanttostayaheadwithourdevelopments?FollowusatourLinkedInpageandknowmoreaboutusfromourcareerwebsite.

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.

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.

Consent Disclaimer

By submitting your application for this role, you consent to ZALORA collecting, using and processing through and in ZALORA’s systems all personal data included in or provided in relation to your application. The purposes for such collection, use and/or processing shall be for conducting of ZALORA’s recruitment requirements for the present role, and identifying and evaluating other roles and career opportunities within ZALORA which you might be a good fit for.