Reporting to Associate Manager CS
Responsible for managing day-to-day operations, and ensuring ZALORA’s customer service team availability.
Responsible for leading 6 to 13 Sr. Customer Service Associates
Collaborate and partner with the Supervisor managing the overall performance of the assigned subgroup within ZALORA’s customer service team in delivering key performance indicators in the following areas: Quantity of Work, Quality of Work, and Customer Impacting metrics
Collaborate and Partner with supervisors in ensuring that direct reports are getting coaching and development that is focused on their holistic well-being and not just on their performance.
Collaborate with the Supervisor in managing performance assessment or improvement plans for employees
Being able to conduct focus group discussions and team meetings.
Being able to identify gaps or opportunities and be able to present solutions or actions via projects or process improvements
Collaborate with Inter-department resources to fulfill or address issues and challenges within the customer service environment
Being able to champion talent retention and development.
Responsible for managing Internal escalations or any external
government escalations
Responsible for and handling escalations from customers on different channels

Experienced as a Sr. Customer Service Associate of at least 8 months tenure with prior CS experience or 12 months tenure in the role.
Must be amenable to shifting schedule and should be flexible with working hours
Strong Written and Verbal communication skills
Strong understanding of Service Level
KPI, Customer Satisfaction, and Net Promoter Score
Strong analytical and problem-solving skills.
Intermediate knowledge in using Microsoft Office and/or GSuite Applications
Intermediate skills in Presentation or reporting
Strong understanding of teamwork, driving change, and possessing high leadership potentials

Team Leader – Customer Service

Key skills