Job Description

Who are we looking for?

We are looking to fill the Product Support Agent position in our Product Management Team, located in Kuala Lumpur, Malaysia. You will work hand in hand with the Product Support Team, Technology Team, Commercial, and Operations Teams to help the company achieve operational excellence.

Key Responsibilities:

• Product Support:

• Assess and triage incoming incidents
• Respond to stakeholder or other internal team\xe2\x80\x99s issues promptly and professionally.
• Provide accurate information and assistance to resolve product-related queries and problems.
• SLA Compliance:

• Ensure that support requests are handled within agreed-upon Service Level Agreements (SLAs).
• Collaborate with the team to meet and exceed performance targets.
• Process Adherence:

• Follow established support processes and procedures to deliver consistent and high-quality service.
• Escalate complex issues to the Product Support Manager as needed, following established escalation guidelines.
• Help to elevate processes which will help to make every part of the support Process more efficient, faster and accurate.
• Educating and helping requesters to provide better quality incident information.
• Continuous Learning:

• Stay updated on product knowledge, policies, and procedures to provide informed support.
• Participate in ongoing training and development opportunities.
• Customer Advocacy:

• Advocate for the customer\'s needs within the organization, providing valuable feedback to help improve our products and services.
• Team Collaboration:

• Work collaboratively with the Product Support Manager and fellow team members to achieve team goals, KPIs and objectives.
• Documentation and Reporting:

• Maintain accurate records of customer interactions and support activities.
• Provide feedback and insights to assist in identifying trends and areas for improvement.
• Mindset and Attitude:

• A friendly and approachable attitude, committed to fostering a positive work environment.
• A strong drive for excellence, always striving to deliver the highest level of service.
• A continuous learning mindset, open to new challenges, and ready to acquire new skills.
• Receptive to feedback and proactive in implementing it to enhance performance.

Experience, Skills & Qualifications:

• Proficient in logical thinking, with the ability to understand system relations, process flows, and cause-and-effect relationships between systems.
• Strong analytical skills, capable of critically evaluating situations and making data-driven decisions.
• Problem-solving capabilities with a keen eye for detail.
• Caring for Process and Execution Excellence - always finding ways to improve processes to work smarter not harder.
• Understanding of IT system architecture and the ability to assess and diagnose issues that may spread across a wide net of systems.
• Skilled in incident triage, preparing incidents for Engineering intervention, or independently making configuration changes as necessary.
• A proactive and hands-on approach to managing and resolving complex issues.
• Effective communication and presentation skills.
• Self-motivated and adaptable, with a willingness to thrive in our agile environment and embrace our company culture.

Did you feel a spark while reading? Great, that\'s what we are looking for! Send us your resume and let\xe2\x80\x99s chat!

The ZALORA Story

ZALORA is Asia\xe2\x80\x99s leading online fashion, beauty and lifestyle destination, part of Global Fashion Group. As one of the region\xe2\x80\x99s pioneer large scale eCommerce 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.

Zalora