Team Leader - Customer Service (Hybrid Work Setup)

We are looking for a passionate people leader to join our regionally diverse and talented team as a Team Leader for Customer Service. As well as proven experience in all aspects of customer service operations management, a key expectation is to lead the Customer Service teams in delivering an impeccable customer experience that has an impact on the overall ZALORA shopping experience – covering pre-purchase to post-purchase considerations.

You will be a great match if you embody ˜servant leadership” – a highly empathetic role where you drive a collaborative culture of service excellence by focusing on relationships, community, and ongoing talent development.

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. 

Key Responsibilities:

• Reporting to Associate Manager CS
• Responsible for managing day-to-day operations, and ensuring ZALORA’s customer service team availability.
• Responsible for leading 6 to 13 Sr. Customer Service Associates
• Collaborate and partner with the Supervisor managing the overall performance of the assigned subgroup within ZALORA’s customer service team in delivering key performance indicators in the following areas: Quantity of Work, Quality of Work, and Customer Impacting metrics
• Collaborate and Partner with supervisors in ensuring that direct reports are getting coaching and development that is focused on their holistic well-being and not just on their performance.
• Collaborate with the Supervisor in managing performance assessment or improvement plans for employees
• Being able to conduct focus group discussions and team meetings.
• Being able to identify gaps or opportunities and be able to present solutions or actions via projects or process improvements
• Collaborate with Inter-department resources to fulfill or address issues and challenges within the customer service environment
• Being able to champion talent retention and development.
• Responsible for managing Internal escalations or any external - government escalations
• Responsible for and handling escalations from customers on different channels

Requirements:

• Experienced as a Sr. Customer Service Associate of at least 8 months tenure with prior CS experience or 12 months tenure in the role.
• Must be amenable to shifting schedule and should be flexible with working hours
• Strong Written and Verbal communication skills
• Strong understanding of Service Level - KPI, Customer Satisfaction, and Net Promoter Score
• Strong analytical and problem-solving skills.
• Intermediate knowledge in using Microsoft Office and/or GSuite Applications
• Intermediate skills in Presentation or reporting
• Strong understanding of teamwork, driving change, and possessing high leadership potentials

Work Location:  MCX E-COMMERCE CENTER, Muntinlupa – Cavite Expressway (MCX) Rotunda, Brgy. Poblacion, Muntinlupa City 1776
Work Setup:  Hybrid, 1-2x a month onsite

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 localized 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.

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.