Zendesk-Driven Seller & Vendor Support Specialist

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

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.