Customer Service Associate (Fixed Term - 2 months)

zalora; Philippines; On-site; PHP 279,000 - 424,000; Full time

Job summary

Zalora Philippines is seeking a Customer Service Associate to deliver proactive, end-to-end support across the customer journey, from browsing to post-purchase care, with empathy and data-driven insights. You will help implement CX strategies that drive loyalty and elevate the brand experience.

You will liaise with customers, handle high volumes across chat, email, and messaging, resolve issues, de-escalate when needed, and contribute to CX process improvements.

Qualifications

• Minimum 6 months to 1 year of contact centre experience in an English-speaking account.
• Experience with email and messaging channels is a plus.
• Strong rapport-building and collaboration skills.
• Analytical with problem-solving and negotiation abilities.
• Familiarity with CX metrics like CSAT, NPS, CES.

Responsibilities

• Handle high volumes of inquiries via chat, email, and messaging with empathy.
• Deliver end-to-end customer support to optimize the customer journey.
• Report to an Operations Supervisor and support CX initiatives.
• Identify trends and feedback to drive CX improvements.
• Maintain alignment between company policy and customer benefit.

Skills

Customer service

English communication

Collaborative

Analytical thinking

Problem solving

Job description

As a Customer Service Associate in our team, you will deliver proactive, end-to-end customer support and engagement. This role goes beyond transactional service, focusing on optimizing the entire customer journey - from browsing to post-purchase care - with empathy, innovation, and data-driven insights. You’ll also play a key role in helping implement CX strategies that drive loyalty and elevate our brand experience.

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, messaging and emails).
• Deliver exemplary customer experience by providing the next course of action in resolving the customer's reason for contact.
• Deliver high-quality, empathetic, and efficient customer support across all channels (email, messaging, etc).
• 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 messages and emails in a fast-paced environment.
• Leverage customer data, analytics, and feedback tools to anticipate needs and provide proactive solutions.
• Ability to identify and report any critical or reoccurring customer experience issues to Supervisor.
• Actively monitor and improve the customer journey by identifying trends, recurring pain points, and opportunities to enhance experiences.
• Ability to contribute to the development and refinement of CX processes, scripts, and service flows to continuously improve outcomes.
• Maintain a balance between company policy and customer benefit in decision making.
• Support initiatives aligned with broader CX goals, including customer journey mapping, CSAT/NPS improvement, and customer experience design projects.
• 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 centre for customer service (English speaking account).
• Experience in email and messaging 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
• Proactive problem-solving mindset with comfort using customer experience analytics platforms.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Familiarity with CX metrics such as CSAT, NPS, and CES, and how they influence business outcomes.
• Amenable to work in Muntinlupa-Cavite Expressway (MCX) area - once a month onsite
• Available to start ASAP.
• Only shortlisted candidates will be contacted.