senior Customer Service associate (local account)Zalora

The Senior Customer Service Representative is responsible for providing product and service information and resolving product and service problems. This is achieved by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. A key expectation is to have the flexibility to handle multiple channels and be able to switch between B2B and B2C functions.
Responsibilities:
Coordinate and report directly to an Operations Supervisor
Professionally handle high volumes of incoming inquiries from customers (calls, emails, chats, social media, back office and other B2C/B2B channels)
Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services.
Resolve customer issues via one touch resolution guidelines and/or escalated process.
Maintain a balance between company policy and customer benefit in decision making.
Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
Demonstrate the ZALORA culture through both behavior and attitude.
Performs other duties or responsibilities as assigned.
Requirements:
Minimum of at least 3 to 6 months work experience in customer service
Ability to establish rapport and can easily collaborate with others
Analytical with effective negotiation and problem-solving skills
Strong conversational Tagalog and English communication skills
Technology must be at least i5 processor or similar specs, 4gb RAM, Windows 10
Internet connection must be at least 5 mbps or higher.
The ZALORA Story
ZALORA is Asia's leading online fashion, beauty and lifestyle destination, part of Global Fashion Group. As one of the region's pioneer large scale ecommerce platforms, ZALORA has established a strong presence throughout the region, particularly in Singapore, Indonesia, Malaysia, Brunei, the Philippines, Hong Kong, and in Taiwan, enjoying over 50 million visits per month.
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