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Email and Chat Support Representative (AU)

The Email and Chat Support Representative (AU) is responsible for providing product and service information, and resolving product and service problems. This is achieved by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

 

Responsibilities:

 

  • Coordinate and report directly to an Operations Supervisor
  • Professionally handle high volumes of incoming inquiries from customers (chats, emails and voice if required)
  • Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customer where applicable regarding products and services
  • Resolve customer issues via one touch resolution guidelines and/or escalated process
  • Maintain a balance between company policy and customer benefit in decision making
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
  • Demonstrate the Zalora culture through both behavior and attitude
  • Performs other duties or responsibilities as assigned

 

Requirements:

 

  • Minimum of at least 6 months to 1 year work experience in customer service – chat and/or email support (for an international account)
  • Ability to establish rapport and can easily collaborate with others
  • Analytical with effective negotiation and problem-solving skills
  • Strong conversational English communication skills
  • Available to start ASAP
  • Willing to work in BGC, Taguig City

 

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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