Sr. Customer Experience Associate

Overview

Do you have a proactive personality, a flair for providing customer service, and a thirst for new experiences? ZALORA and its Australian counterpart THE ICONIC are looking for problem-solving, empathetic and passionately communicative talents to join our team in Muntinlupa, Philippines, reporting to an Operations Supervisor.

As a Senior Customer Experience (CX) 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.

You are expected to be the liaison person, provide exceptional service and resolve any emerging problems that you or our customers may face. 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.

• Coordinate and report directly to an Operations Supervisor.
• Professionally handle high volumes of incoming inquiries from customers (phones, messaging and emails).
• Deliver exemplary customer experience by providing the next course of action in resolving the customer\'s reason for contact.
• Deliver high-quality, empathetic, and efficient customer support across all channels (phones, email, messaging, etc.).
• 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 calls, 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 recurring customer experience issues to the 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.
• Demonstrate THE ICONIC and ZALORA culture through both behavior and attitude.
• Performs other duties or responsibilities as assigned.

• Minimum of at least 6 months to 1 year work experience in a contact center for customer service (English-speaking account).
• Experience in phones, emails 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 - verbal and written is a must.
• 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, AHT, TPH, QA and FRT and how they influence business outcomes.
• Ability to work a flexible schedule that may include weekends and holidays, to meet the demands of the business and customer needs.
• Amenable to work in a hybrid work set-up (at least 1x a month onsite - ZALORA Office, Muntinlupa City).
• Available to start ASAP
• Only shortlisted candidates will be contacted.

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 localized 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 fee or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.