Seller & Vendor Support

zalora; Muntinlupa; On-site; PHP 24,000 - 40,000; Full time

Benefits offered by this job

Mental well-being

Flexible schedule

Supportive culture

Career growth

Job summary

ZALORA is seeking a Non-Voice, Seller & Vendor Support professional to act as frontline support for dailyVendor and Seller inquiries in a high-volume Zendesk environment. The role emphasizes maintaining first reply, resolving tickets within SLA, and contributing to process improvements.

The position involves managing SKU QC queues with a strict 24-hour SLA, keeping QC rejection rates under 10%, and assisting Vendor Management and Seller Success teams with escalation and SOP updates.

Qualifications

• Experience using Zendesk for high-volume ticket management.
• Strong problem-solving and troubleshooting skills.
• Excellent written communication with Sellers, Vendors, and internal stakeholders.

Responsibilities

• Handle inbound Vendor and Seller inquiries daily, acting as the primary contact within Zendesk to maintain first reply and resolve within SLA.
• Manage the Seller Center Quality Control queue, reviewing and approving SKU content creation to meet 24-hour SLA.
• Maintain QC rejection rate under 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 Seller Success and Vendor Management to update SOPs and support documentation.
• Share frontline feedback and Zendesk trends to identify and reduce bottlenecks.

Skills

Zendesk proficiency

Problem solving

Written communication

Multi-tasking

Time management

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 followAustralian business hours.
• The successful candidate must be amenable to working anAustralian time zone schedule, which may require early morning shifts in the Philippines.
• The role will observeAustralian 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.

Career benefits

• 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

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.

THE ICONIC

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.

Third Party policy

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.