Hi there! I’m Christel Anne Enriquez, a Customer Experience team member from ZALORA Philippines, and this is my story!

What does a day in the life at ZALORA entail?

My typical day at ZALORA is dedicated to meticulously crafting messages and responses, creating and updating SOPs and FAQ articles for both our CS Team and customers! It’s part of my job to make sure the CS Team and customers are kept updated and engaged on the latest information!

Additionally, I immerse myself in analyzing customer insights utilizing data to collaborate effectively across teams in understanding our customers' needs.

What ZALORA Value do you resonate most with?

Creating WoW Moments is a core value at ZALORA that I engage in daily. My team ensures that customers not only feel satisfied but also deeply engaged and connected throughout their ZALORA journey. By consistently delivering WoW moments, we distinguish ourselves from competitors, as we strive to provide unforgettable and distinctive experiences that leave a lasting impression.

What is keeping you here in ZALORA over the years?

I'm in ZALORA because the work environment encourages growth, innovation, and skill improvement opportunities. There is a special camaraderie among colleagues that I treasure very much. The team spirit here encourages us to do our best for each other, boosting our productivity and satisfaction! 

ZALORA’s company values also resonate strongly with my own, making it extremely rewarding for me to continue contributing to our shared mission. These, combined with the challenging projects and varied tasks keep me motivated and inspired to excel in my role because I know I make a positive impact!

What do you like most about being part of the team at ZALORA?

What I love most about being part of CS/CX is our shared sense of family and the incredible teamwork, camaraderie, and collaboration. Being surrounded by talented individuals who motivate me to excel is truly wonderful!

Can you share where you feel you have made the most impact together with ZALORA?

As someone who handles customer communications and understands customer sentiments, understanding customers' wants, needs and making this happen for our customers, and ensuring that customers are well updated and informed. I’ve come to appreciate how much impact I have on shaping the overall customer experience.

How would you describe the work environment of ZALORA?

ZALORA’s work environment is a vibrant mix of teamwork, goal-driven focus, and strong support for professional growth.  The people in ZALORA are friendly and helpful across all teams, they are consistently willing to offer assistance to those in need!

How does Zalora provide care for your mental health & wellbeing?

ZALORA takes care of our mental health and well-being by providing support in many ways. We can access counselling services, have hybrid work arrangements, and access resources for stress management. They also run mental health awareness programs and promote open communication about mental health at work. They also offer leave options like Mental Health Days for self-care. 

By fostering a supportive and understanding workplace environment, ZALORA really prioritises care for our mental health!

How does Zalora provide flexibility in your work?

At ZALORA, our hybrid work setup offers flexibility, enabling us to work from home and prioritise spending time with our families while also excelling in our roles. This is part of ZALORA’s prioritisation on maintaining a healthy work-life balance for us.

How have you grown in your role with ZALORA?

I've experienced significant growth both personally and professionally, thanks to the supportive environment and numerous opportunities provided by ZALORA. 

I've been fortunate to work with supportive leaders who are invested in my professional and personal development. They provide guidance, feedback, and mentorship, helping me navigate challenges and seize opportunities for growth. Their encouragement and belief in my abilities have been instrumental in my journey with ZALORA!

In what ways ZALORA is different from other companies?

For me, ZALORA is different from other companies because ZALORA is a company for people. 

ZALORA’s focus is not only business but they give importance to and prioritise the well-being and fulfilment of their employees. ZALORA fosters a culture where we feel valued, respected, and empowered. ZALORA also recognizes the importance of work-life balance. They invest in their people through continuous learning and development opportunities through training and mentorships. Most importantly, the open and transparent communication builds the trust of us employees with ZALORA.