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Customer Service Associate - Order Processing & Payments

We are looking for bright and dynamic talents to join ZALORA’s quest in introducing a change to our operations support team. Do you have a proactive personality, a flair for providing customer service, and a thirst for new experiences? ZALORA is looking for patient, empathetic, passionately communicative talents to join our Cluster Call Center in Malaysia.
Reporting to a manager, you are expected to be the liaison person, provides exceptional service and resolve any emerging problems that your or customers may face.

If you are passionate and enthusiastic about driving change and challenging the status quo, this might be a perfect fit for you.


  • Process refunds and logistic related issues at the backend
  • Manage discrepancies on payments and vouchers refunds
  • Handle customer’s queries that is related to payment or refunds, providing the breakdown or explanation of the refund
  • Handle shipments and deliveries with the warehouse and courier team.
  • Traces shipment, compiles unresolved parcel status and investigates the status of the courier and finalizes status.
  • Verify payments received via bank transfer with provided proof of payment by customers and approve orders
  • Self-driven and demonstrate proactiveness


  • Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma
  • Possess strong analytical and problem-solving skills
  • An excellent team player
  • Proficiency in English; additional languages will be a definite plus (Malay/Mandarin/Cantonese)
  • Strong problem solving and communication skills
  • Ability to work under pressure with attention to detail while being customer service oriented
  • At least 1 year(s) of working experience in the related field is required for this position
  • Previous working experience in e-commerce related environment is a plus
  • Intermediate to advance skill in Excel, master in Pivot Table

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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