Operations Executive
Key Responsibilities:
- Serve as the first point of contact for sellers by managing daily inquiries, providing prompt and accurate responses within agreed service levels, guiding sellers on operational processes, and coordinating with internal stakeholders to ensure issues are fully resolved.
- Monitor outstanding tickets and follow up regularly to ensure timely resolution.
- Review aging tickets and take proactive actions, including escalation or alternative resolution plans, to prevent further delays.
- Review seller feedback regularly and take service recovery actions where required.
- Continuously improve support workflows to enhance resolution time, service quality, and process consistency.
Key Requirements:
- Experience in seller support, customer service, operations, logistics, or e-commerce support is preferred
- Strong English communication skills are required, with the ability to explain processes clearly and professionally
- Good problem-solving skills and ability to manage multiple cases at the same time.
- Detail-oriented and able to follow up on outstanding issues until closure.
- Comfortable coordinating with multiple internal and external stakeholders.
- Experience using a ticketing system to manage, track, and resolve inquiries is an added advantage.
- Strong sense of ownership and urgency in resolving seller issues.
- Able to identify recurring issues and suggest process improvements.
The ZALORA Story
ZALORA Group is Asia Pacific’s leading group of online fashion destinations. Founded in 2012, the company has a presence in Singapore, Indonesia, Malaysia and Brunei, the Philippines, Hong Kong and Taiwan. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets. ZALORA Group’s localized sites offer an extensive collection of top international and local brands and products across apparel, shoes, accessories, and beauty categories for men and women. Offering up to 30-day free returns, speedy deliveries as fast as 3 hours in some markets, free delivery over a certain spend, and multiple payment methods including cash-on-delivery, ZALORA Group is the online shopping destination with endless fashion possibilities.
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.
Skills Required
- Experience in seller support, customer service, operations, logistics, or e-commerce support
- Strong English communication skills
- Good problem-solving skills
- Detail-oriented and able to follow up on issues
- Experience using a ticketing system
- Strong sense of ownership and urgency in resolving issues
- Able to identify recurring issues and suggest improvements
What We Do
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 monthly visits. With an extensive collection of top international and local brands, ZALORA is a curated platform, featuring all the things shoppers love in one place. Customers can discover authentic products from over 3000 brands across categories, from apparel, shoes, accessories, beauty, pre-loved, and lifestyle, including essentials and home & living products. As a customer-first brand, ZALORA is powered by a team of committed innovators, providing a seamless shopping experience across mobile, tablet, and desktop. With a broad network of logistical service, ZALORA is known for speedy and reliable deliveries, as well as offering multiple payment methods, including cash-on-delivery across its markets. ZALORA provides up to 30-day free returns and free delivery after a certain spend. ZALORA continues to delight shoppers with their unlimited next-day delivery subscription, ZNow, and give customers more value with ZALORA’s signature Cashback programme. ZALORA also made it easier for shoppers to buy products based on their style inspiration with ZALORA’s visual search function, Complete the Look and Get the Look feature! ZALORA prides itself to be an industry enabler through innovations like our data analytics platform, TRENDER, that provides brand partners valuable insights and 1SS (One-stock solution) a modular multi-channel e-commerce fulfillment service, allowing brand partners to consolidate their stocks in ZALORA’s e-fulfillment centres. Putting the customers and brand partners at the centre of our innovation, ZALORA is the online destination that connects everyone to the limitless world of e-commerce.
.png){kind=logo}
