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Quality Assurance Associate

ZALORA is aiming to achieve the gold standard for customer support in the e-commerce industry. Their customer service team is made up of exceptional people who love what they do and the people they do it for! 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 the Quality & Training Manager, you are expected to be the liaison person, provides exceptional service and resolve any emerging problems that our customers may face.

 

Responsibilities:

  • Drive people and process improvement initiatives to optimize customer experience
  • Manage projects, engage stakeholders and derive maximum output from allocated resources
  • Proactively drive and innovate strategies to ensure continuous growth and improvement within CS
  • Uphold the vision, mission, and the Customer Inspired values
  • Understands the requirement of Quality and has a strong eye for detail
  • Conduct development based coaching sessions
  • Good command in English
  • Conduct Quality Evaluation on a daily basis and achieves the required daily target

Requirements:

  • Candidate must possess at least a Professional Certificate, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field
  • At least 2 year(s) of working experience in the related field is required for this position
  • Preferably Junior Executives specializing in Customer Service or equivalent
  • Great team work and passionate to learn about people and process management
  • Good command of Mandarin is preferred
  • Willing to perform additional task beyond their job description to meet the entire teams target
  • Willing to work beyond official hours to complete their task when required
  • Strong sense of discipline and has great sense of ownership
  • Professional qualification would be an advantage
  • Must have a pleasant personality that injects positive vibe to the team

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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