Head of Customer Service

Date Posted: 30+ hari yang lalu

Job Description


  • Providing help and support to Customer Service Team (Associate Manager, Leaders & Agents) on the organisation’s products or services
  • Communicating courteously with customers by telephone, email, letter and face to face
  • Investigating and solving customers problems, which may be complex or long-standing problems that have been passed on by customer service agents
  • Handling customer complaints or any major incidents, such as delivery, payment and refund issues
  • Issuing refunds or compensation to customers
  • Keeping accurate records of discussions or correspondence with customers
  • Analyzing statistics or other data to determine the level of customer service your organization is providing
  • Producing written information for customers, often involving use of computer packages/software
  • Writing reports analyzing the customer service that your organization provides
  • Visiting customers to provide a one-to-one service
  • Developing feedback or complaints procedures for customers to use
  • Developing customer service procedures, policies and standards for your organization or department
  • Meeting with other managers to discuss possible improvements to customer service
  • Being involved in staff recruitment and appraisals
  • Training staff to deliver a high standard of customer service
  • Leading or supervising a team of customer service agents
  • Learning about your organization’s products or services and keeping up to date with changes
  • Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses


  • Customer service management experience within a Business Process Outsourcing (BPO) and E-commerce.
  • At least 6 year(s) of working experience in the related field is required for this position
  • Leadership skills: a demonstrated ability to lead people and get results through others.
  • Planning skills: an ability to think ahead and plan over a 3-9 month time span.
  • Excellent interpersonal and communication skills
  • Strong customer orientation.
  • Employee training and development
  • Customer service systems development and deployment
  • Commitment to company values.
  • Proficiency is Microsoft Excel
  • Negotiation skills.
  • Has experience working in a Start-up business will be an added advantage
  • Candidate must possess at least a Professional Certificate, Diploma, Bachelor Degree, Post Graduate Diploma, Professional Degree, any field.

The ZALORA Story

ZALORA is Asia’s leading online fashion, beauty and lifestyle destination, part of Global Fashion Group. As one of the region’s pioneer large scale e-commerce platforms, ZALORA has established a strong presence throughout the region, particularly in Singapore, Indonesia, Malaysia, Brunei, the Philippines, Hong Kong, and in Taiwan, enjoying over 50 million visits per month.

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.


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