Vendor & Seller Support Pro (Zendesk)

ZALORA Group; Muntinlupa; Presencial; PHP 360 000 - 480 000; Tempo integral

Resumo da oferta

ZALORA Group in Manila, Philippines, is seeking a Non-Voice Seller & Vendor Support specialist to serve as frontline contact for Vendor and Seller inquiries via Zendesk. You will manage daily ticketing, ensure fast first replies, maintain a 24-hour SKU QC SLA, and uphold a low QC rejection rate while collaborating with cross-functional teams.

The role requires strong problem-solving, superb written communication, and the ability to align with Australian business hours.

Qualificações

• Intermediate to advanced capability using Zendesk software for high-volume ticket management.
• Excellent problem-solving and troubleshooting skills, especially with backend platform tools.
• Strong organizational skills; able to manage multiple inquiries simultaneously and prioritize urgent issues.
• Clear, effective written communication with Sellers, Vendors, and internal stakeholders.
• Amenable to work in the greater Metro Manila area, MCX area in particular.
• Roles supporting Australia-based stakeholders will follow Australian business hours.
• Willing to work Australian-time schedules possibly requiring early Philippine-morning shifts.
• Observe Australian public holidays; flexibility to adapt with daylight-saving changes.

Responsabilidades

• Handle inbound Vendor and Seller inquiries daily via Zendesk to maintain first reply and SLA resolution.
• Manage the Seller Center QC queue, reviewing and approving SKU content within a 24-hour SLA.
• Ensure QC rejection rate stays under 10% KPI.
• Escalate complex issues to minimize resolution time with relevant teams.
• Support Vendor Management by handling Zendesk Vendor bookings via the platform.
• Collaborate with Seller Success and Vendor Management to update SOPs and docs.
• Share frontline feedback and trends to reduce bottlenecks and system issues.

Conhecimentos

Zendesk

Ticket management

SLA adherence

Written communication

Multitasking

Ferramentas

Zendesk

Descrição da oferta de emprego

ZALORA Group in Manila, Philippines, is seeking a Non-Voice Seller & Vendor Support specialist to serve as frontline contact for Vendor and Seller inquiries via Zendesk. You will manage daily ticketing, ensure fast first replies, maintain a 24-hour SKU QC SLA, and uphold a low QC rejection rate while collaborating with cross-functional teams.

The role requires strong problem-solving, superb written communication, and the ability to align with Australian business hours.