Service Delivery Specialist

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

About This Role:

We are seeking a skilled Service Delivery Specialist to join our ZALORA Group team. As a key member of our Technology department, you will be responsible for delivering exceptional service experiences to our customers.

Your Key Responsibilities:

  • Develop and execute strategies to enhance customer satisfaction and loyalty.
  • Lead a team of support representatives, ensuring timely and efficient resolution of customer inquiries.
  • Collaborate with other departments to ensure seamless support operations and achieve business outcomes.
  • Analyze data and develop reports to identify trends and areas for improvement.
  • Maintain a positive and customer-focused attitude, ensuring excellent communication with requestors.

What You'll Need:

  • 3+ years of experience in customer service or support, with at least 2 years in a management role.
  • Certification or experience in ITIL framework or equivalent, demonstrating ability to develop and implement support policies and procedures.
  • Prior experience in setting up Freshdesk/Freshservice/Zendesk.
  • Strong problem-solving skills and ability to handle escalated customer issues and complaints.
  • Strong leadership skills, with proven ability to manage and develop teams.
  • Experience in analyzing data and developing reports to identify trends and areas for improvement.


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