Customer Service Associate (Fixed Term - 2 months)

As a Customer Service Associate in our team, you will deliver proactive, end-to-end customer support and engagement. This role goes beyond transactional service, focusing on optimizing the entire customer journey — from browsing to post-purchase care — with empathy, innovation, and data-driven insights. You’ll also play a key role in helping implement CX strategies that drive loyalty and elevate our brand experience.

Think fast and always keep on top of things in a dynamic, fast-paced environment that makes sure our customers enjoy the best shopping experience.

Responsibilities

• You are expected to be the liaison person, provide exceptional service and resolve any emerging problems that you or our customers may face.
• Coordinate and report directly to an Operations Supervisor.
• Professionally handle high volumes of incoming inquiries from customers (chats, messaging and emails).
• Deliver exemplary customer experience by providing the next course of action in resolving the customer's reason for contact.
• Effectively de-escalate customer issues using empathy and conflict resolution skills.
• Utilize effective time management and prioritization skills in order to handle a high volume of messages and emails in a fast-paced environment.
• Leverage customer data, analytics, and feedback tools to anticipate needs and provide proactive solutions.
• Ability to identify and report any critical or reoccurring customer experience issues to Supervisor.
• Actively monitor and improve the customer journey by identifying trends, recurring pain points, and opportunities to enhance experiences.
• Ability to contribute to the development and refinement of CX processes, scripts, and service flows to continuously improve outcomes.
• Maintain a balance between company policy and customer benefit in decision making.
• Support initiatives aligned with broader CX goals, including customer journey mapping, CSAT/NPS improvement, and customer experience design projects.

Requirements

• Deliver high-quality, empathetic, and efficient customer support across all channels (email, messaging, etc).
• Demonstrate THE ICONIC and ZALORA culture through both behavior and attitude Performs other duties or responsibilities as assigned Job Requirements: Minimum of at least six months to one-year work experience in a contact centre for customer service (English speaking account).
• Experience in email and messaging channels is a plus.
• Ability to establish rapport and can easily collaborate with others.
• Analytical with effective negotiation and problem-solving skills Strong conversational English communication skills Proactive problem-solving mindset with comfort using customer experience analytics platforms.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Familiarity with CX metrics such as CSAT, NPS, and CES, and how they influence business outcomes.

Job Responsibilities

Amenable to work in Muntinlupa-Cavite Expressway (MCX) area - once a month onsite Available to start ASAP. Only shortlisted candidates will be contacted.