Customer Service Representative – Non-Voice, Seller & Vendor Support

ZALORA Group; Muntinlupa; On-site; PHP 430,000 - 540,000; Full time

Job summary

The Customer Service Representative – Non-Voice, Seller & Vendor Support will serve as the frontline contact for daily Vendor and Seller inquiries. The role focuses on efficient Zendesk ticket handling, managing the SKU QC queue with a strict 24-hour SLA, and collaborating with internal teams to refine processes and update support documentation.

Candidates will assist in maintaining quality standards, escalating complex issues when needed, and contributing to SOP improvements.

Qualifications

• Experience with Zendesk for high-volume ticket handling.
• Ability to troubleshoot operational or backend tool issues.
• Strong written communication with Sellers and Vendors.
• Excellent multi-tasking and prioritization to meet SLA goals.

Responsibilities

• Handle inbound Vendor and Seller inquiries via Zendesk, ensuring fast first replies and SLA-compliant resolutions.
• Review and approve SKU content in Seller Center QC queue within 24-hour SLA.
• Maintain QC rejection rate under 10% KPI.
• Escalate complex issues to relevant teams and assist in SOP/documentation updates.
• Support Vendor Management by handling Zendesk bookings submitted via the platform.
• Collaborate with Seller Success and Vendor teams to update SOPs based on ticket trends.
• Share frontline feedback to reduce bottlenecks and system issues.

Skills

Zendesk

Ticket management

Written communication

Time management

SLA adherence

Tools

Seller Center

Job description

SUMMARY:

The Customer Service Representative – Non-Voice, Seller & Vendor Support acts as the primary frontline support for daily Vendor and Seller inquiries. This role is responsible for driving support efficiency via Zendesk, managing the daily SKU Quality Control (QC) queue, and collaborating with internal teams to continuously improve processes and update support documentation

RESPONSIBILITIES:

• Handle inbound Vendor and Seller inquiries daily, acting as the primary support contact within Zendesk to maintain ticket first reply and resolution within SLA and ensure high Satisfaction (SSAT) scores.


• Manage the Seller Center Quality Control (QC) queue, actively reviewing and approving SKU content creation to ensure the strict 24-hour SLA is met.


• Maintain quality standards by ensuring the QC rejection rate does not exceed the 10% KPI.


• Support the Seller Success Specialist and Vendor Management Coordinator by escalating complex issues, product-related concerns, or integration bottlenecks to minimize resolution time.


• Support the Vendor Management Team by handling Zendesk Vendor bookings submitted via the platform.


• Partner with the Seller Success and Vendor Management teams to maintain and continuously update standard operating procedures (SOPs) and support documentation based on daily frontline ticket trends.


• Contribute to process improvement by sharing daily frontline feedback and recurring Zendesk inquiry trends with internal teams to identify and reduce operational bottlenecks or system issues.

REQUIREMENTS:

• Intermediate to advanced capability using Zendesk software for high-volume ticket management.


• Excellent problem-solving and troubleshooting skills, particularly in resolving technical or operational issues related to backend platform tools.


• Strong organizational skills and the ability to manage multiple inquiries simultaneously, prioritizing urgent issues.


• Ability to communicate clearly and effectively in writing with Sellers, Vendors, and internal stakeholders.


• Amenable to work in the greater Metro Manila area particularly in Muntinlupa-Cavite Expressway (MCX) area.


• This role will support stakeholders based in Australia and will follow Australian business hours.


• The successful candidate must be amenable to working an Australian time zone schedule, which may require early morning shifts in the Philippines.


• The role will observe Australian public holidays, which may differ from Philippine holidays. Work schedules and leave arrangements will be managed based on operational requirements.


• The candidate must be flexible to adjust working hours in line with Australian daylight-saving changes, where applicable.

Wonder how it's like to build your career with ZALORA? Inspired by employees, we believe you'll be in for:

• An exciting platform to make your success story


• Have the utmost care for your mental and physical wellbeing


• Flexibility weaved into your lifestyle


• A seamless work environment with a friendly & team-fueled culture


• Career growth aligned to your professional and personal needs and goals

The ZALORA Story

ZALORA is Asia’s leading online fashion, beauty, and lifestyle destination, and part of Global Fashion Group. As one of the region’s pioneering large-scale e-commerce platforms, ZALORA has established a strong presence across Southeast Asia, with key markets in Singapore, Indonesia, Malaysia, the Philippines, and Hong Kong, and receives over 50 million visits monthly.

ZALORA does not accept resumes or candidate submissions from third parties for any position, whether advertised or otherwise, unless ZALORA has entered into a valid written agreement with such third party and has expressly requested candidate referrals.

Any third party that submits unsolicited candidate information, resumes, or profiles without prior written authorization from ZALORA agrees that it has no entitlement to any placement fee, referral fee, or other compensation, even if the candidate is later hired or engaged by ZALORA or Global Fashion Group.

THE ICONIC Story

THE ICONIC is the number one fashion and lifestyle destination in Australia and New Zealand. At THE ICONIC we believe it’s all about the people. Our customer focus is matched by the empowerment and support we give our employees and partners who make what we do possible. Our Buying team works collaboratively to liberate and inspire our customers, selecting the best and latest products from the most desirable brands. This team is creative, analytical and absolutely customer-focused. Our Buying team lives and breathes fashion.

Consent Disclaimer

By submitting your application for this role, you consent to ZALORA collecting, using, processing, and disclosing the personal data contained in your application and any supporting documents for recruitment-related purposes, including assessing and evaluating your suitability for the present role and for other positions and career opportunities within ZALORA. Your personal data may be shared within the ZALORA Group and with authorized third-party service providers on a need-to-know basis for these purposes.

Where applicable, your personal data may also be stored or processed on systems or servers operated by ZALORA’s service providers, including providers located outside the jurisdiction in which your data was collected. You may request access to or correction of your personal data held by ZALORA by contacting the relevant ZALORA contact point or Data Protection Officer.