Job Description

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 Associate Director of Customer Service, you are expected to be the liaison person, provides exceptional service and resolve any emerging problems that our customers may face. This role is based in Malaysia.

+ Review payment channel performance from time to time and ensure relevant data is available at all times.
+ Support onboarding of new payment methods, inclusive of user acceptance test, commercial impact analysis and IT requirement.
+ Review customer fronting touchpoints and process relevant data to understand service improvement opportunities.
+ Research and benchmark against best practice in customer interactions and payment segment.
+ Perform data-driven analysis and spearhead projects to improve customer happiness & loyalty
+ Master backend operations, identify and anticipate customers' needs to create a structured approach in improving the customer journey
+ Understand seasonal trends and validate historical volume trends paired with future-state forecasts to ensure KPIs are met.
+ Identify opportunities for improvement and share best practices/collaborate with other Customer Experience Managers and cross-functional
+ Responsive and a quick problem solver timely and accurately to achieve maximum customer satisfaction.
+ Leverage on the wealth of data and insights from big and small data to structure projects. \
+ 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 management on process and systems improvement.
+ Possess a strong, positive attitude that is committed to delivering exceptional service
+ Proactive in tackling issues and meeting customers' expectations
+ Creative in tackling problems and is able to think out-of-the-box
+ Able to work independently under minimal supervision
+ Strategic approach in tackling problems,
+ Able to influence stakeholders.
+ Minimum degree in engineering or business
+ 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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