Spotlight Stories
Prinsczes Shaine Pepito, Customer Service Operations Supervisor from ZALORA Philippines 17 May 2024

Heya! I'm Shaine, a Customer Service Operations Supervisor in ZALORA!

What’s something a lot of people don’t know about your job?

One aspect that people might not fully appreciate is the delicate balance I have to maintain as a Customer Service Supervisor between fostering individual growth and ensuring team cohesion and performance. 

It's not just about evaluating numbers and metrics; it's also about understanding each team member's strengths, weaknesses, and motivations to help them thrive collectively. Plus, navigating the dynamics of interpersonal relationships within the team can be quite intricate. I must say that effective communication and empathy play key roles in this line of work.

What ZALORA Value do you see the most in your work here?

In the context of my role, the ZALORA value that aligns most closely with my work is One Team, One Dream. As a CS Supervisor, constantly strive to provide support, collaborative spirit, and innovative solutions/recommendations to and for the team.  Ensuring that my assistance to them is logical, accurate, and grounded in rationality.  

By fostering a sense of unity and common purpose among my team members, I believe I create an environment where everyone feels supported and motivated to work towards achieving the same objectives. My commitment to providing support and innovative solutions while ensuring logical and rational assistance demonstrates how you embody this value in your daily work. It's about working together cohesively towards a shared vision, which ultimately leads to success for the team and the organization as a whole.

What is keeping you here in ZALORA over the years? 

I've chosen to stay with ZALORA over the years because of the fantastic opportunities for growth and development that the company provides. From day one, I've been surrounded by supportive colleagues and inspiring leaders who have encouraged me to continually challenge myself and expand my skill set. 

Additionally, I deeply resonate with ZALORA's values, especially its emphasis on teamwork and innovation. Being part of such a dynamic and collaborative environment has not only allowed me to thrive personally but has also enabled me to make meaningful contributions to the team and the company as a whole. I'm excited about the journey ahead with ZALORA and look forward to continuing to grow and evolve alongside this fantastic team.

How do you find meaning and fulfillment in your work?

I find meaning and fulfillment in my work by knowing that I'm making a positive impact, may it be with an individual or within the organization. Every day, I'm driven by the opportunity to contribute my skills and expertise towards achieving our team's goals and objectives. Whether it's solving complex problems, supporting my colleagues, or learning ways on how to exceed and satisfy customer expectations, I take pride in the work I do and the difference it makes. 

Additionally, being part of a collaborative team where everyone's efforts are valued and recognized adds to my sense of fulfillment. Ultimately, knowing that I'm part of something bigger than myself and that my contributions matter gives me a deep sense of purpose in my work.

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

What I like most about being part of the team at ZALORA is the sense of camaraderie and collaboration that defines our workplace culture. From day one, I've been surrounded by talented individuals who are not only passionate about what they do but also genuinely supportive of each other's success. 

The emphasis on teamwork and open communication fosters a dynamic environment where ideas are encouraged, and everyone's contributions are valued. Additionally, I appreciate the continuous opportunities for growth and development that ZALORA provides, whether through mentorship programs, training initiatives, or challenging projects. 

Being part of such a vibrant and innovative team not only motivates me to perform at my best but also makes coming to work each day a truly rewarding experience.

Can you share your story where you felt you made an impact together with ZALORA?

One particular moment where I felt I made a significant impact at ZALORA was during the development and completion of my GSTD Project for the Jedi Program alongside my colleague. As part of the Operations team, working remotely presented unique challenges, particularly regarding downtime issues that could affect productivity and attendance, such as internet issues, power outage, etc.

Recognizing the importance of addressing these challenges proactively, my colleague and I spearheaded the creation of a comprehensive memo targeting downtime issues specific to remote work. We collaborated closely with the entire CS Operations team to identify common issues, develop standardized procedures, and outline action plans and recommendations to minimize downtime.

Through clear communication and collaboration, we were able to establish a standard operating process that provided guidance on what to do, supporting documents needed, and steps to take to mitigate downtime effectively. By setting clear standards and empowering team members with the resources they needed, we saw a tangible impact on productivity, attendance, and downtime within the team.

This experience truly highlighted the power of teamwork and collaboration at ZALORA. By working together and setting clear standards around remote work challenges, we were able to make a meaningful difference in the day-to-day operations of the team.

How would you describe the work environment of ZALORA?

I would describe the work environment at ZALORA as incredibly friendly and team-oriented. From my first day, I was warmly welcomed by colleagues who were eager to support me and encourage me to step up. There's a genuine sense of camaraderie among team members, with everyone willing to pitch in and help each other succeed.

Teamwork is highly valued at ZALORA, and it's evident in how projects are approached and executed. Whether it's brainstorming sessions, cross-departmental collaborations, or daily stand-ups, there's a strong emphasis on working together towards common goals.

Additionally, the company culture fosters open communication and encourages sharing ideas and feedback. This creates a supportive environment where everyone's contributions are valued, regardless of their role or level within the organization.

Overall, the friendly and team-oriented atmosphere at ZALORAnot only makes for an enjoyable work environment but also contributes to our collective success in achieving the company's objectives.

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

ZALORA takes the mental health and wellbeing of its Zalorians seriously, and I've personally experienced the support and resources available to us. One way ZALORA cares for our mental health is the implementation of Mental Health Day which allows us two days off to take time to care for our mental health, as well as our physical health.

The company also encourages a culture of work-life balance through flexible work arrangements, including remote work options and flexible hours when working on site, which have been invaluable in managing stress and maintaining a healthy lifestyle.

Moreover, ZALORA fosters a supportive and inclusive culture where mental health is destigmatized and openly discussed. Managers conduct regular check-ins with team members to ensure their wellbeing and provide support as needed. The company also offers mental health awareness training to reduce stigma and equip Zalorians with tools to support themselves and their colleagues.

Overall, I appreciate the holistic approach ZALORA takes to care for our mental health and wellbeing, from providing resources and benefits to fostering a supportive culture where Zalorians feel valued and supported.

How does ZALORA provide flexibility in your work?

ZALORA recognizes the importance of flexibility in work arrangements, and I've experienced firsthand the support the company provides in this regard. One way ZALORA offers flexibility is through hybrid working arrangements, which allow employees to split their time between working from home and the office by implementing to work on-site twice a month/every other week only. 

This flexibility enables Zalorians to better manage their work-life balance and tailor their work environment to suit their individual needs and preferences. Whether it's avoiding a long commute, accommodating personal commitments, or simply needing a change of scenery, hybrid working empowers Zalorians to work in a way that best supports their productivity and wellbeing.

Moreover, ZALORA leverages technology to facilitate seamless collaboration and communication between remote and in-office team members, ensuring that everyone feels connected and engaged regardless of their physical location.

Overall, I appreciate the flexibility that ZALORAZ Provides in work arrangements, including hybrid working, as it allows me to be more productive and balanced in my professional and personal life.

How have you grown in your role with ZALORA, and how has ZALORA provided the opportunities for your career growth to develop as a person and as a professional?

During my time at ZALORA, I've experienced significant growth both personally and professionally, thanks to the various opportunities the company provides for career development and advancement. 

One key area of growth has been in leadership opportunities. ZALORA fosters a culture that encourages Zalorians to take on leadership roles and initiatives, empowering us to make meaningful contributions to the organization.

For example, I've had the opportunity to apply and be considered for a promotion despite being employed with the company for only 8 months. I was able to bag the promotion and honed my leadership skills, problem-solving abilities, and communication techniques. These experiences have not only allowed me to contribute to the success of the projects but have also helped me develop as a leader and build confidence in my abilities.

Furthermore, ZALORA invests in employee training and development, offering a range of programs and resources to support professional growth. Whether it's through leadership trainings, seminars, or online courses, I've been able to expand my skill set and stay up-to-date with industry trends and best practices. Additionally, I've benefited from mentorship and guidance from leaders within the organization who have provided valuable insights and support in my professional journey.

Overall, ZALORA has provided me with the opportunities, resources, and mentorship needed to grow both personally and professionally. I'm grateful for the experiences I've had and the support I've received, which have played a significant role in shaping my career development and success.

What is the most unique aspect of working in ZALORA? In what ways ZALORA is different from other companies?

Working as a Customer Service Supervisor at ZALORA offers a unique blend of challenges, opportunities, and innovation that sets it apart from other companies in the e-commerce industry. It's an exciting and dynamic environment where I have the privilege of leading a team dedicated to delivering outstanding customer experiences every day.