CX Automation & Process Improvement Specialist (Hybrid)

BF JADE E-SERVICES PHILIPPINES INC.; Muntinlupa; On-site; PHP 360,000 - 480,000; Full time

Job summary

ZALORA seeks a CX Process Improvement and Training Coordinator to drive process enhancements and training delivery across Manila and Sydney. You will support CRM content and coordinate with THE ICONIC to implement improvements, coaching teams and ensuring timely communication of changes.

The role requires strong English communication, detail orientation, and the ability to work independently with stakeholders in different regions. This is a Manila-based position within the Metro Manila area.

Qualifications

• Strong written and verbal English communication and presentation skills.
• Growth mindset and proactive, hands-on approach.
• Organised with high attention to detail and able to work independently.
• Able to prioritise competing deadlines with stakeholders across THEICONIC and ZALORA.
• CRM system knowledge and data-driven problem solving.
• Willing to work in Metro Manila area (Muntinlupa-Cavite Expressway).

Responsibilities

• Collaborate with ZALORA and THE ICONIC to deliver process and training content across Manila and Sydney.
• Maintain CRM content, including SOPs, FAQs, accounts, macros, and scripting.
• Work with CX Process Improvement Lead to implement process changes and gather feedback.
• Coordinate continuous improvement framework using KPI data and yearly training plans.
• Create operational readiness documentation for initiatives impacting CX, agent experience, reporting, QA and communication.
• Provide coaching and clarifications to CS teams across locations.
• Develop and deliver training materials by various methods.
• Schedule trainings with stakeholders minimizing disruption to operations and cost.

Skills

English communication

Growth mindset

Attention to detail

Proactive

Stakeholder collaboration

Prioritization

CRM familiarity

Data analytics

Problem solving

Relationship building

Metro Manila location

Tools

CRM software

Job description

TheCXProcessImprovementandTrainingCoordinatorisalwayslookingforbetterandmoreefficientwaysofworkingandservicingcustomersbothinternallyandexternally.Theyarepassionateaboutchangeandembracethechallengesthatcomewithitanddon'tshyawayfromthem.

TheCXProcessImprovementandTrainingCoordinatorhasastrongattentiontodetail,workswellbothindependentlyandinateamandnevermissesadeadline.Theyspeakupandclearlycommunicatewiththeirstakeholdersinteammeetingsandsupporttherestoftheteamwithcoachingandclarificationonprocesses.

TheCXProcessImprovementandTrainingCoordinatorcreateseasytodigesttrainingmaterialandusestheirstrongorganisationalskillstoworkwithinternalstakeholderstoensuretrainingisdeliveredontime.Theycollectfeedbackfromtheirteamtoalwaysimprovetheirprocessesanddeliveryoftraining.Notaskistoobigortoosmallforthisteammemberandteam.

KeyResponsibilities

• WorkwithZALORAanditsAustraliancounterpartTHEICONICincollaboratinganddeliveringprocessandtrainingcontentwithteamslocatedacrossbothManila,PhilippinesandSydney,Australia
• SupportsmaintenanceandadministrationofCRMcontentincludingbutisnotlimitedtoSOPandFAQarticles,provisionofaccounts,macroandscriptingmanagementetc.
• WorkswithTHEICONIC’sCXProcessImprovementLeadtomakeupdatesincorporatingnewprocesschanges,temporaryprocesschanges,processreviewandscopefeedbackfromteam
• CollaborateswiththeCXProcessImprovement,TrainingandQAteamsincludingCXProcessImprovementLeadatTHEICONICthroughaContinuousImprovementFrameworkdrivenbycontactandKPIdataandcreatesayearlytrainingscheduletoupskillduringquietperiodsthroughouttheyear
• CreatesOperationalReadinessdocumentationfornewinitiativesoutliningchangesacrosscustomerexperience,agentexperience,reporting,qualityassuranceandcommunicationdrafts
• ConsistentlysupportstheCSteamacrossalllocationswithprocessclarificationsandprocesscoaching(side-by-sideswhereneeded)
• Createstrainingmaterialanddeliverstrainingacrossanymethodappropriatetothesubjectofthetraining
• Schedulestrainingsessionsincollaborationwithinternalstakeholderstoensureminimaldisruptiontooperationsandcost
• EnsuresthattrainingmaterialincludingonboardingmaterialsareuptodatewiththelatestinformationandtransfersthesameinformationintointernalandexternalGUIDEarticles
• Collectsfeedbackonprocesses,trainingcontent,trainingdeliveryandcoachingandupdated/improvestheseareasbasedonthisfeedback
• DemonstratesalignmentwithbothTHEICONICandZALORAculturethroughbehaviour,driveandattitudeandleadsbyexampleinthedevelopmentoftheteamsunderstandingofAustralianbusinesspracticesandculture
• DuringpeaktimesasrequiredisabletohandleTier1levelcontactsacrossallchannels
• ADDINKPI’s
• MeettheProcessandImprovementTeammetricswhichinvolveProductivity,QualityofWork,EngagementCompliance,andOutputEffectiveness

RequiredCompetencies

• StrongwrittenandverbalEnglishcommunicationandpresentationskills
• Hasagrowthmindset
• Organisedwithahighstandardofattentiontodetail
• Proactiveandhands-on
• AbletoworkindependentlyandcollaborativelywithstakeholdersacrossbothTHEICONICandZALORA
• Abilitytoprioritiseworkwithcompetingdeadlines
• ConfidentinCRMsystemknowledge
• Analyticallydrivenanddoesn’tshyawayfromdata
• Problemsolvingskills
• Hastheabilitytoestablishrapportandcaneasilycollaboratewithstakeholders.
• AmenabletoworkinthegreaterMetroManilaareaparticularlyinMuntinlupa-CaviteExpressway(MCX)area

TheZALORAstory

ZALORAexistsforthemillionsoffashionconsumersinAsiaseekingashoppingexperiencefocusedontheiruniquestyles,trendsandfit.AsAsia’sleadingonlinefashiondestination,ZALORAwasfoundedin2012andhasapresenceinSingapore,Indonesia,Malaysia&Brunei,thePhilippines,HongKongandTaiwan.ZALORA’slocalisedsitesofferanextensivecollectionoftopinternationalandlocalbrandsaswellasourownin-houselabelsacrossapparel,shoesandaccessoriesformenandwomen.ZALORAispartofGlobalFashionGroup,theworld’sleaderinonlinefashionforemergingmarkets.

THEICONICstory

THEICONICisthenumberonefashionandlifestyledestinationinAustraliaandNewZealand.AtTHEICONICwebelieveit’sallaboutthepeople.Ourcustomerfocusismatchedbytheempowermentandsupportwegiveouremployeesandpartnerswhomakewhatwedopossible.OurBuyingteamworkscollaborativelytoliberateandinspireourcustomers,selectingthebestandlatestproductsfromthemostdesirablebrands.Thisteamiscreative,analyticalandabsolutelycustomer-focused.OurBuyingteamlivesandbreathesfashion.