e-commerce Customer support | in-stock agentZigZag Careers

About the role
You will resolve customer order and product related issues for our In-Stock brand, via our ticketing system (Zendesk), conduct phone calls when necessary, and constantly seek ways to improve our processes. This can be a significant amount of work, so make sure you are up for a high-volume daily workload. We will support you along the way!
Note: You will be required to work from the office in Pasig City, equipment will be provided. Working hours are 5:00am - 7:00pm (PHT).
Your core responsibilities will include:
Upholding a high level of service for the In-Stock private label brands
Responding to customer emails via ticketing software (Zendesk) thoroughly and efficiently in line with the business KPI
Communicating with customers and couriers via outbound phone calls.
Proactively investigating delivery concerns with couriers.
Troubleshooting and reporting new or possible stock or safety issues.
Liaising with internal departments and warehouses to coordinate replacements and refunds.
Processing refunds
Ideal candidate
We love our customers and recognise that providing them an awesome experience is critical to our success. We are looking for someone that is:
Confident and empathetic to customer concerns.
Self-motivated and driven to improve the customer experience.
Able to remain calm and firmly deal with escalated complaints via phone and email.
Able to assess and prioritise tasks in line with urgency
Resourceful when encountered with uncertain situations.
Able to pick up new technology quickly.
Able to learn new processes and policies, then apply that knowledge to different scenarios.
Able to problem solve from the information provided.
Able to proactively identify issues and address them.
Requirements
To be successful, you must have:
Exceptional English communication skills (grammar, spelling and sentence structure).
Attention to detail.
Intermediate Excel or Google Sheets skills.
Experience in a similar Marketplace role (Lazada/Shoppee/Ebay/Amazon) is beneficial.
Experience in a customer service role is beneficial.
Zendesk (or similar help desk software) experience required.
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ZigZag Careers

Philippines
Permanent
Full-time