Customer Service Associate (Fixed Term - 5 months)

ZALORA Group; Muntinlupa; Hybrid; PHP 312,000 - 402,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

ZALORA Group Philippines is seeking a Customer Service Associate to provide product and service information and resolve issues across multiple channels. The role supports both B2C and B2B functions and reports to an Operations Supervisor/Team Leader.

The position requires 3–6 months of customer service experience, flexibility with shifting schedules, and a hybrid work arrangement (4 days WFH, 1 day on-site in Muntinlupa). Strong English communication is essential.

Qualifications

• 3 to 6 months of customer service experience.
• Hybrid work setup: 4 days work from home and 1 day on-site in Muntinlupa.
• Strong English communication skills.

Responsibilities

• Coordinate and report directly to an Operations Supervisor/Team Leader.
• Handle high volumes of inquiries via calls, emails, chats, social media, and other channels (B2C/B2B).
• Gather customer information, assess needs, and educate customers on products and services.

Skills

Customer service

English communication

Multitasking

Time management

Rapport building

Collaboration

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)