JOB DESCRIPTION

JOB TITLE:
Customer Service Staff
REPORTING TO:
Customer Service Manager
WHERE IT IS BASED:
Zalora Indonesia Head Office

THE ZALORA STORY

ZALORA entered the South East Asian market with a bang in 2012 and hasnt looked back. We are South
East Asias number one fashion and beauty destination and the most visited fashion website in the region.
We ship our goods to all corners of the countries we operate in: Hong Kong, Indonesia, Malaysia (including
Brunei), Philippines, Singapore, Vietnam and Thailand. Our ambition is to be South-East Asias number 1
destination for 20 and 30-somethings who love fashion. We have set ourselves a target to triple our current
size by the end of 2014 and this is only possible if we continue to work with top talent across the globe to
help us realize our vision.

THE ZALORA WAY

We are different in everything we do or anything you have ever seen in South East Asia, and we are proud of
it! The ZALORA-way is the only way we know and runs through every single thing we do. Fashion constantly
changes, these core pillars of our existence do not. If you are a confident, hungry, smart and passionate
individual who likes to work hard and enjoys being in a vibrant environment with extraordinary talents, youll
fit in just fine!
We are customer obsessed. We know that our customers are just like us, they love fashion and want the
latest looks and styles at the best value-for-money. We have the most favorable return policies and best
customer service team in the country and will continue to set the standards for what customer service in
South East Asia should be like. We think of our customers first in everything we do their happiness is
fundamental to us.
We move fast. The ZALORA world is extremely fast-moving and we expect you to be able to keep up with
the pace. We will always be the innovative force within the South East Asian fashion market and to ensure
ongoing development we will always keep our product offering evolving as well as finding new and more
efficient ways to make our customers happy.
We continuously innovate. We are the first serious fashion and beauty e-tailer in a very young and booming
economy. As such, we create history every day and constantly have to find new solutions to problems we
encounter. No one has ever done anything like this in the region and there is no secret formula on how to
get it right. It is important that all of our employees have an extreme go-getter attitude and can roll with
the punches without feeling lost when they have to figure out a solution to a problem they have never seen
before. We also believe that there is always room for improvement and hence we dont settle for
satisfactory, we strive for the best.
We promote a culture of progress and learning. We pride ourselves with being able to offer an extremely
vibrant, energetic and supportive working environment and as such are able to attract the best talent in the
country. We have a great track record for internal promotions and we have several success stories of people
who have started from very junior positions and quickly risen in the ranks due to their raw talent and
passionate drive. ZALORA is a pure meritocracy, i.e. our employees success is purely based on performance
and not their age, how they look, where they come from or who they know (or dont know). We always
encourage our employees to question the status quo, to freely speak their mind and always to form and
voice their own opinion.

Description:
Customer Service Staff
Job Responsibilities :
-

Assist Customer Service Representatives in exceeding customer expectations through excellent

customer service and first call resolution
Support CS Manager in achiving business goals
Manage day by day operations within the customer service team including service levels,
abandonment rates and staffing level
Continuously improve the performance with your team

Requirements :

Two years minimum experience in a call centre

Strong performance management skills including the ability to develop Customer Service Representatives
Problem solving ability
Good personality and communication skill
Ability to operate multi platform customer contact systems (e.g. phone, chat, email, blackberry)
Sales Skill is a plus

Please send your CV directly to cv@zalora.co.id