Seller & Vendor Support

ZALORA Group; Muntinlupa; On-site; PHP 335,000 - 502,000; Full time

Job summary

ZALORA Group is looking for a Non-Voice Seller & Vendor Support specialist to handle high-volume Zendesk inquiries and maintain timely responses for vendors and sellers in Metro Manila.

You will manage SKU QC queues, uphold QC and SLA targets, and collaborate with Seller Success and Vendor Management teams to improve processes and documentation. Australian business hours apply, with shifts aligning to AU time zones.

Qualifications

• Zendesk experience for high-volume ticketing.
• Excellent written communication with Sellers and Vendors.
• Strong organizational skills to manage multiple inquiries.
• Ability to work in Metro Manila, MCX area.
• Willing to follow Australian business hours.

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.
• 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 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 update SOPs and support documentation.
• Contribute to process improvement by sharing frontline feedback and Zendesk trends.

Skills

Problem solving

Communication

Multitasking

Organizational skills

Tools

Zendesk

Job description

SUMMARY:

The 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

Want to stay ahead with our developments? Follow us at our LinkedIn page and know more about us from our career website.

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.

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.