Junior Specialist – CX Process Improvement

ZALORA Group

Junior Specialist driving operational excellence in customer experience at ZALORA by enhancing processes and implementing AI solutions. Collaborating with teams across Manila and Sydney to support training and documentation.

Posted 7/29/2026full-timeMuntinlupa City • 🇵🇭 PhilippinesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and optimizing training content, process documentation, and AI solutions to enhance customer experience and operational efficiency. Proficient in knowledge management and capable of leading initiatives that align with business objectives and stakeholder needs.

Highest-signal resume keywords

AI Solutions DevelopmentTraining Program DesignKnowledge ManagementCustomer Experience StrategyData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process DocumentationTraining Content DevelopmentAI Capabilities OptimizationChatbot ConfigurationOperational Readiness PlanningQuality AssuranceData-Driven InsightsCustomer Support SolutionsAnalytical SkillsCRM System Knowledge

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationAttention to DetailProactive ApproachProblem-Solving Skills

Industry Keywords

Customer ExperienceOperational EfficiencyKnowledge UpdatesChange ManagementCollaborationContinuous LearningAustralian Business Practices

About the role

Key responsibilities & impact

Work collaboratively with ZALORA and THE ICONIC to design, deliver and continuously improve process documentation, training content, knowledge management and AI solutions for teams located across Manila, Philippines and Sydney, Australia.
Accountable for ensuring all internal and external knowledge content, training materials, Guide articles and AI knowledge sources are accurate, up to date and reviewed according to agreed governance with our Australian stakeholders.
Partner with THE ICONIC stakeholders to support company initiatives and operational changes by developing training, process documentation, operational readiness plans, knowledge updates and quality assurance requirements.
Act as the second-in-command (2IC) to the CX Process Improvement, Training & Quality Associate Manager by supporting the planning, prioritisation and successful delivery of team initiatives, ensuring resources are effectively allocated, deliverables are achieved and business priorities are met.
Own the development and maintenance of Operational Readiness documentation for new initiatives, assessing impacts across Customer Experience, Agent Experience, Reporting, Quality Assurance, Communications, Knowledge Management and Training.
Design, review, approve and facilitate new hire onboarding, refresher, upskilling and change management training programmes, ensuring learning solutions are engaging, effective and aligned with business objectives.
Lead the design, development, implementation and continuous optimisation of AI capabilities, including chatbot conversation flows, intents, automations, knowledge sources and self-service experiences.
Build, configure, test and maintain AI solutions, ensuring chatbot experiences are accurate, effective and aligned with customer needs, business objectives and operational processes.
Contribute to the Customer Experience AI strategy and roadmap by identifying opportunities to leverage AI, automation and knowledge management to improve customer outcomes, operational efficiency and agent productivity.
Monitor, analyse and report on chatbot performance, AI effectiveness and customer interactions, using data-driven insights to implement enhancements and recommend future improvements.
Partner with Customer Experience, Product, Technology and other business stakeholders to design, deliver and optimise AI-powered customer support solutions that align with business priorities and customer needs.
Demonstrate alignment with both THE ICONIC and ZALORA culture through behaviour, ownership and leadership, while fostering the team’s understanding of Australian business practices and promoting a culture of collaboration, innovation and continuous learning.
During peak operational periods, provide support by handling Tier 1 and Tier 2 customer contacts across all customer service channels as required.

Requirements

What you’ll need

Strong written and verbal English communication skills
Organised with a high standard of attention to detail
Proactive and hands-on
Ability to prioritise work with competing deadlines
Confident in CRM system knowledge
Analytically driven and doesn’t shy away from data
Problem-solving skills
Amenable to work in the greater Metro Manila area particularly in Muntinlupa-Cavite Expressway (MCX) area

Benefits

Comp & perks

Professional development
Collaborative work environment