customer service associate

3 days ago

Ayala Alabang, National Capital Region, Philippines Asticom Technology Inc Full time ₱900,000 - ₱1,200,000 per year

FRESH GRADUATES WITH RELEVANT EXPERIENCE ARE WELCOME TO APPLY

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.

Job Responsibilities:

  • 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 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.
  • Demonstrate THE ICONIC and ZALORA culture through both behavior and attitude
  • Performs other duties or responsibilities as assigned

Job Qualifications *

  • Bachelor's degree in Business, Operations, Analytics, or a related field.
  • Strong analytical skills with a high level of proficiency in MS Excel; experience with data quality, cleaning, and validation tools is an advantage.
  • Comfortable working with large datasets and digital platforms.
  • Self-starter with a proactive attitude, able to thrive in a fast-paced and dynamic environment.
  • Excellent attention to detail, organizational, and problem-solving skills.
  • Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and external partners.
  • Results-driven, adaptable, and eager to take on new challenges.

MUST HAVE EXPERIENCE:

  • Minimum of 6 months to 1 year of work experience in a contact center for customer

service (English-speaking account), as the role involves handling Australian customers.

  • Strong conversational English communication skills (verbal and written).
  • Must have experience with Zendesk.

You can also send your resume via email: with the subject [FOR CUSTOMER EXPERIENCE ASSOCIATE]

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