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Customer Service Trainer (AU)

We are looking for someone who is passionate about developing a team of people that provide excellent customer service experience unlike any other. The Customer Service Trainer will work as part of ZALORA’s Australian counterpart THE ICONIC and be in charge of the design, delivery of training, development strategy and methodology that is in line with a continuous improvement program, ensuring consistency across the department. The role is based in Taguig, Philippines and will be reporting to the Associate Manager.

 

Responsibilities:

  • Work with ZALORA and it’s Australian counterpart THE ICONIC in collaborating with teams located in Manila, Philippines and Sydney, Australia
  • Support the team in driving key metric improvements including but not limited to Customer Satisfaction (CSAT), Quality Assurance (QA) and Net Promoter Score (NPS)
  • Devise the best methods of training delivery & quality enhancement whilst considering operational constraints i.e. timings, costs and employee availability
  • Communicate and provide consultancy to ensure training plans are meeting business expectations
  • Use best practice knowledge to devise the most appropriate method of delivering training e.g. online, e-learning, textbooks & classroom training across all areas of the business
  • Ensure that the team’s skills are current and fresh through continuous professional development
  • Continually review training and quality material and processes to identify opportunities for improvement and execute them accordingly to improve the brand's service offering
  • Demonstrate THE ICONIC and ZALORA culture through both behavior and attitude
  • Development of the teams understanding of Australian business practices and culture
  • Performs other duties or responsibilities as assigned

 

Requirements:

  • Minimum one-year work experience as a Trainer
  • At least a two-year course Graduate in any field
  • Ability to develop training materials & modules
  • Excellent verbal and written English communication skills
  • Must be confident and a critical thinker (analytical and on-the-fly-situational thinking)
  • Previous experience working with an Australian company desired
  • Amenable to work in Bonifacio Global City, Taguig and the greater Metro Manila area

 

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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