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Customer Service Operation Manager

 

We are looking for someone who is passionate about people, a superstar in process improvement and master of systems. Directly report to Associate Director - Customer Service, you will be responsible to strategize, manage and execute day to day contact centre operations. This includes overseeing key performance measures to achieve both operations and service excellence and independently and proactively in managing operations, identifying service gaps and perform ongoing communication to the team and stakeholders. This role is based in Kuala Lumpur.


Responsibilities:

  • Manage omni-channel platform and identify new potential channels to deliver best in class customer service experience
  • Proactively identify process improvements and undertake relevant projects to deliver improvements.
  • Prepare standard operating procedure, knowledge base document, and relevant tools/document to support effective customer service delivery by front line employees
  • Collaborate and recommend ideas to stakeholder and managements on process and systems improvement
  • Great leadership attributes who is able to drive lead by example, humble and great persona to drive the team
  • Understand the evolution of business and match it with good work force management program
  • Deliver effective performance management program via great communication and equality
  • Improve employee retention and build a sustainable workforce pipeline
  • Fast learner and good adaptability of any CRM or customer interaction systems
  • Knowledge on fraud management, refunds and payment tools is advantageous
  • Able to suggest systems improvements to enhance operations efficiency

 

Requirements:

  • Candidate must possess at least a Bachelor's Degree in Business or relevant fields
  • Fluent spoken and written English
  • At least 3 year of working experience in the related field is required for this position
  • Experience in managing or leading project is an added advantage
  • Able to effectively influence stakeholders and deal with senior management

 

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 localised 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.

 

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