senior Customer Service associateZALORA SEA

Do you have a proactive personality, a flair for providing customer service, and a thirst for new experiences? ZALORA and its Australian counterpart THE ICONIC are looking for problem-solving, empathetic and passionately communicative talents to join our team in the Philippines, reporting to an Operations Supervisor.
You are expected to be the liaison person, provide exceptional service and resolve any emerging problems that you or our customers may face. Think fast and always keep on top of things in a dynamic, fast-paced environment that makes sure our customers enjoy the best shopping experience.
Job Responsibilities:
Coordinate and report directly to an Operations Supervisor
Professionally handle high volumes of incoming inquiries from customers (chats and emails)
Deliver exemplary customer experience by providing the next course of action in resolving the customer's reason of contact
Demonstrate exceptional customer service skills in every interaction and ensure timely, one-contact resolution with customers
Effectively de-escalate customer issues using empathy and conflict resolution skills
Utilize effective time management and prioritization skills in order to handle a high volume of chats and emails in a fast-paced environment
Demonstrate motivation by identifying personal strengths and opportunities in partnership with a Supervisor to develop career enhancing skills
Ability to identify and report any critical or reoccurring customer service issues to Supervisor
Maintain a balance between company policy and customer benefit in decision making
Demonstrate THE ICONIC and ZALORA culture through both behavior and attitude
Performs other duties or responsibilities as assigned
Job Requirements:
Minimum of at least six months to one-year work experience in a contact centre for customer service (English speaking account)
Experience in email and chat channels is a plus
Ability to establish rapport and can easily collaborate with others
Analytical with effective negotiation and problem-solving skills
Strong conversational English communication skills
Amenable to work in Muntinlupa-Cavite Expressway (MCX) area
Available to start ASAP
Only shortlisted candidates will be contacted
Other Requirements:
Technology (personal asset) must be an Intel i3 processor or similar specs, with 8gb RAM and Windows 10. With a DSL internet connection- minimum of 5 mbps, preferably 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.
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Muntinlupa City, Metro Manila
Permanent
Full-time