Hi everyone, I’m Chi Villalobos! I’m a team leader in ZALORA Philippines customer service contact center, and this is my story!

What has your journey been like in ZALORA?
I started my ZALORA journey in September 2020 as a Customer Service Associate and was able to step up after 1 year and 8 months. ZALORA and its leadership team trusted my potential and that is something I will forever be grateful for.

Apart from being so thankful for the opportunity they gave me, what’s keeping me here is the people I work with. I found good friends, and a “Chosen family” with them. During difficult times, my Chosen Family makes work bearable, and I strive to be a better person each day because of them.

Shout out to Nicole, Marga, my TeamChi, and the FridayPeeps Family!

What do you like most about being part of the team at ZALORA?
ZALORA is at the forefront of e-commerce and fashion technology and is well known for its sophisticated image. Hence, any team member would be proud to be part of this prestigious company. Being part of this team offers the chance to collaborate with talented individuals from diverse backgrounds. I like that the company promotes a collaborative culture which leads to exchanging ideas and personal growth.

What do you do as a Team Lead?
As a team lead, I am responsible for overseeing the day-to-day operations of our customer service team. I provide the team with guidance, and support - both technical and emotional, and conduct coaching sessions to ensure that we provide a high-quality service. I also monitor and evaluate team performance -  making sure that our KPIs are met. 

It is also a crucial part of my job to motivate and inspire the team members by creating a positive and supportive work environment that enables us to do our best together!

How do you find meaning and fulfillment in your work?
Being able to influence the team positively is the most fulfilling part of working as a Team leader. When I see my team members thrive and succeed, knowing I played a part in that development, can bring a deep sense of accomplishment and satisfaction for me.

How does ZALORA provide work flexibility?
In the customer service department, working at the office once a week while spending the rest of the workweek from home is a privilege that ZALORA provides us. This is an ideal work setup where we can get the best of both worlds - the benefits of working remotely and the advantages of in-person collaboration.

How does Zalora provide care for your mental health & wellbeing?
We are entitled to a 2-day Mental Health Leave which is a commendable policy, it means that ZALORA recognizes the importance of the mental well-being of its employees. This gives us opportunities to recharge and prioritize self-care which I highly appreciate.

In what ways is ZALORA different from other companies?
ZALORA is such a unique company. Since we are in the fashion industry, what I like here is the openness and the culture where we feel comfortable expressing ourselves.

Today, you can dress as a corporate girly, the next day you dress as a fashion model, and other days you look so cozy in your comfiest clothes.  No strict office dress code is a Top tier! 

What ZALORA Value do you see the most, and what tips do you have for someone joining ZALORA?
Having a Limitless Mindset is the most important core value for me, and I noticed that this is also what the ZALORA employees embody. Life has endless opportunities, therefore, you dont have to be afraid of taking risks, that way, we get to experience the life we deserve.