chat & email representatives ( Local Account) - for poolingZalora

We are looking for a passionate and enthusiastic individual to liaise between ZALORA Philippines and its customers. As a Sr. Customer Service Associate you will be responsible for providing product and service information as well as resolving any product or service complaints or problems that customers may raise. It is critical that you problem-solve and provide the solution to solve the problem, expediting correction or adjustment following up to ensure resolution.
At ZALORA, our Customer Service team provides highly personalized levels of support to our customers by leveraging best-in-class customer support practices across several different channels and products. You will have the ability to dive deep into ZALORA's ever-changing product and services lineup to answer questions, troubleshoot issues, analyze performance, and execute these ideas creatively and strategically while maintaining high customer satisfaction and low customer effort. We are fast becoming the standard for outstanding customer experience. Therefore, innovation, curiosity, and leading process change to challenge the status quo are essential for this role.
Responsibilities:
Reporting to the Supervisor or Team Leader for Customer Service
Being able to handle customer interactions from different customer service channels such as calls, emails, chat, social media, and any other potential channels that ZALORA will explore in the future
Being able to thoroughly understand customer's concerns and being able to gather information, assess and fulfill customer's needs efficiently.
Being able to make sound decisions in finding the balance between internal and external policies that will benefit or impact customers
Being able to continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
Being able to demonstrate the ZALORA Culture through both behavior and attitude
Being able to perform other duties and responsibilities as assigned
Requirements:
Minimum of at least 6 months experience in working in a customer service environment either in-person or virtual/remote. (Fresh graduates are welcome to apply)
Must be amenable to shifting schedule and should be flexible with working hours, overtime covering pre/post-shift or during rest days.
Flexible and Adaptable to changes in schedule or processes that impact their current scope
Ability to multi-task, prioritize and manage time effectively
Strong Written and Verbal communication skills in both Tagalog and English
Analytical and problem-solving skills.
Basic knowledge in using Microsoft Office and/or GSuite Applications
Must have an existing device with at least a minimum of i3 processor, 8GB RAM, Windows 10
Internet connection must be at least 5 Mbps or higher
Open to work in Muntinlupa-Cavite Expressway area
The ZALORA Story
ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia's leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA's localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets.
Consent Disclaimer
By submitting your application for this role, you consent to ZALORA collecting, using and processing through and in ZALORA's systems all personal data included in or provided in relation to your application. The purposes for such collection, use and/or processing shall be for conducting of ZALORA's recruitment requirements for the present role, and identifying and evaluating other roles and career opportunities within ZALORA which you might be a good fit for.
ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.
Zalora

Muntinlupa City, Metro Manila
Permanent
Full-time