Deskripsi Pekerjaan
Join ZALORA's dynamic operations team as an Operations Executive and become the backbone of our seller ecosystem. In this critical role, you'll serve as the primary liaison between our marketplace and seller partners, ensuring seamless transactional experiences while upholding our service excellence standards. You'll navigate daily inquiries with precision, resolve operational bottlenecks proactively, and maintain meticulous documentation to guarantee compliance with SLAs. This position offers exposure to end-to-end e-commerce operations, including payment processing, account management, and cross-functional collaboration with logistics and fulfillment teams. Ideal candidates thrive in fast-paced environments where attention to detail and customer-centric solutions drive business growth.
Tanggung Jawab
- Manage high-volume seller inquiries via email, chat, and phone with SLA-compliant response times
- Resolve operational discrepancies including payment issues, account suspensions, and order fulfillment delays
- Process seller onboarding, KYC verification, and transaction documentation
- Monitor seller performance metrics and escalate critical issues to management
- Collaborate with logistics teams to optimize delivery timelines and exception handling
- Develop operational process improvements using data-driven insights
- Generate weekly performance reports highlighting resolution rates and customer satisfaction trends
Kualifikasi
- Diploma/Degree in Business Administration, Supply Chain, or related field
- 1-3 years experience in customer operations, e-commerce support, or logistics coordination
- Proficiency in CRM systems (Salesforce preferred) and Microsoft Office Suite
- Exceptional written and verbal communication skills in English and Bahasa Malaysia
- Strong analytical abilities with attention to detail in transaction processing
- Problem-solving mindset with experience in conflict resolution
- Basic understanding of payment gateways and e-commerce platforms