Job Description

The CX Process Improvement and Training Coordinator is always looking for better and more efficient ways of working and servicing customers both internally and externally. They are passionate about change and embrace the challenges that come with it and don't shy away from them.

The CX Process Improvement and Training Coordinator has a strong attention to detail, works well both independently and in a team and never misses a deadline. They speak up and clearly communicate with their stakeholders in team meetings and support the rest of the team with coaching and clarification on processes.

The CX Process Improvement and Training Coordinator creates easy to digest training material and uses their strong organisational skills to work with internal stakeholders to ensure training is delivered on time. They collect feedback from their team to always improve their processes and delivery of training. No task is too big or too small for this team member and team.

Key Responsibilities:

• Work with ZALORA and its Australian counterpart THE ICONIC in collaborating and delivering process and training content with teams located across both Manila, Philippines and Sydney, Australia
• Supports maintenance and administration of CRM content including but is not limited to SOP and FAQ articles, provision of accounts, macro and scripting management etc.
• Works with THE ICONIC’s CX Process Improvement Lead to make updates incorporating new process changes, temporary process changes, process review and scope feedback from team
• Collaborates with the CX Process Improvement, Training and QA teams including CX Process Improvement Lead at THE ICONIC through a Continuous Improvement Framework driven by contact and KPI data and creates a yearly training schedule to upskill during quiet periods throughout the year
• Creates Operational Readiness documentation for new initiatives outlining changes across customer experience, agent experience, reporting, quality assurance and communication drafts
• Consistently supports the CS team across all locations with process clarifications and process coaching (side-by-sides where needed)
• Creates training material and delivers training across any method appropriate to the subject of the training
• Schedules training sessions in collaboration with internal stakeholders to ensure minimal disruption to operations and cost
• Ensures that training material including onboarding materials are up to date with the latest information and transfers the same information into internal and external GUIDE articles
• Collects feedback on processes, training content, training delivery and coaching and updated/improves these areas based on this feedback
• Demonstrates alignment with both THE ICONIC and ZALORA culture through behaviour, drive and attitude and leads by example in the development of the teams understanding of Australian business practices and culture
• During peak times as required is able to handle Tier 1 level contacts across all channels
• ADD IN KPI’s
• Meet the Process and Improvement Team metrics which involve Productivity, Quality of Work, Engagement Compliance, and Output Effectiveness

Required Competencies:

• Strong written and verbal English communication and presentation skills
• Has a growth mindset
• Organised with a high standard of attention to detail
• Proactive and hands-on
• Able to work independently and collaboratively with stakeholders across both THE ICONIC and ZALORA
• Ability to prioritise work with competing deadlines
• Confident in CRM system knowledge
• Analytically driven and doesn’t shy away from data
• Problem solving skills
• Has the ability to establish rapport and can easily collaborate with stakeholders.
• Amenable to work in the greater Metro Manila area particularly in Muntinlupa-Cavite Expressway (MCX) area

The ZALORA story

ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world’s leader in online fashion for emerging markets.

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.

THE ICONIC story

THE ICONIC is the number one fashion and lifestyle destination in Australia and New Zealand. At THE ICONIC we believe it’s all about the people. Our customer focus is matched by the empowerment and support we give our employees and partners who make what we do possible. Our Buying team works collaboratively to liberate and inspire our customers, selecting the best and latest products from the most desirable brands. This team is creative, analytical and absolutely customer-focused. Our Buying team lives and breathes fashion.