Job Description:

This job is to give quick support to both internal and external customers to ensure the high satisfaction when using ZALORA services. Customers will receive the assistance as well as get required information in a professional and timely manner that can help ZALORA establish strong rapport and trust with customers. 

Professionally handle customer inquiries (phone, chat, email, Facebook, face to face)

- Proactively offer “WOW” service to customers

• Make up-sale, cross-sale efforts in in-bound calls and out-bound calls for tele-sales
• Resolve customers ‘complaints
• Ensure and provide quality service to both internal and external customers.
• Perform customer verifications
• Communicate and coordinate well with internal departments
• Follow up and completely solve customer queries within Service Level Agreement (SLA)
• Ensure to proactively offer customers “WOW” service, exceed customers’ expectation
• Ensure all assigned tasks are done within the SLA
• Product knowledge
• Achieve sales target
• Ensure having zero complaint from customer regarding customer service quality.
• OMS, BOB, Zendesk, Phone system, Email and other supported systems
• Keep all company and customer data confidential.
• Other systems provided by company (if any)

Requirement:

- Follow company policies and department KPIs

• Required to be ready for work 5 minutes earlier for your shift
• Complete other tasks assigned by leader/manager on time at expected quality level.
• Team work
• Participates and provides expertise as a member of the team.
• Take part in building a good culture for Team: helpful, honest, solidarity
• Ensure no gossip for customers and colleagues
• Keep all proprietary information of company and provided accounts confidential.
• Participate required/advance training; ensure that skills and knowledge are met expectation and job requirement
• Customer service orientation. Strong communication skills (both in verbal and written Vietnamese/English)
• Good problem-solving skill
• Problem analysis and problem-solving
• Friendliness, enthusiasm and competence
• Proficient in Word, Excel, Outlook, Internet and Power Point 
• Adaptability. Hungry to learn and grow
• Team player - able to work well with team members in a high pressure 
• Initiative; Can-do attitude; be able to change and make necessary changes.
• Stress tolerance
• Interpersonal skill
• Attention to detail and accuracy

Please send your CV to This email address is being protected from spambots. You need JavaScript enabled to view it. to join the team of South East Asia’s number one fashion and beauty destination and the most visited fashion website in the region.