Supervisor - Customer Service (BPO exp) at ZALORA SOUTH EAST ASIA PTE LTD

Muntinlupa, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

23 May, 26

Salary

0.0

Posted On

22 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Coaching, Mentoring, Performance Development, Conflict Resolution, Staffing, Recruiting, Interviewing, Process Improvement, Project Management, Root Cause Analysis, Communication, Problem-Solving, Adaptability, Time Management

Industry

Software Development

Description

Responsible for supervising and leading a group of team members. He/She will be developing the team’s performance and day to day operations. Trains, coaches, and mentors employees on how to deliver the best customer service possible. Key Responsibilities: Primary responsibility of managing, directing and leading the team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. Responsible for staffing levels and may be involved in the recruiting and interviewing of customer service team members. Responsible for coaching and ongoing development of the assigned team member. Monitors employee performance and note areas for improvement to meet the set goals/targets. Combines dealing with customers (if/when needed for escalation) and the leadership of others on a daily basis. Support process improvement. Takes lead to improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. Will do basic project management and root cause analysis. Required Competencies: The candidate must possess at least a Bachelor/College Degree in any field. Minimum of at least three to six months work experience in the Customer Service industry. Preferably with experience managing chat/email accounts. Experience of delivering individual/group coaching to improve professionalism and customer service. Excellent communication skills are required as well as the necessary range of soft skills. Additional qualities needed include: approachability, personal skills, team-working ability, adaptability, excellent communication skills and the ability to remain calm under pressure. Strong customer focus and customer service skills. Thorough understanding of communication techniques and practices. Proven self-starter with initiative and motivation. Ability to establish rapport and can easily collaborate with others Analytical with effective negotiation and problem-solving skills. Maintain regular and reliable attendance. Experience of working within a busy, fast paced and demanding environment with the ability to work accurately and within strict timescales. Must be able to stand a full shift, work extended hours as needed, highly flexible to support morning and evening shifts as needed. Amenable to work from home and eventually to work in Muntinlupa-Cavite Expressway (MCX) area. Available to start ASAP. 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.

Responsibilities

The supervisor is primarily responsible for managing, directing, and leading a team of customer service members, which includes resolving escalated customer issues and developing programs to enhance productivity. This role also involves coaching employees, monitoring performance against targets, and supporting process improvement initiatives.