Chat & Email Representatives (Local Account) - For Pooling

Job Description

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