Job description
Customer Relations Expert (All Genders) - Dutch market focus
Company Overview
Zalando is Europe’s leading online platform for fashion and lifestyle. Founded in Berlin in 2008, we bring head-to-toe fashion to more than 50 million active customers in 25 markets. We are building the ecosystem for fashion and lifestyle e-commerce and are committed to an inclusive corporate culture.
Job Summary
As a Customer Relations Expert, you’ll go beyond frontline support to own the resolution of our most complex and sensitive customer cases. This is a critical position at the intersection of customer experience, quality assurance, and continuous improvement. You will lead escalated cases, drive quality across operations, and collaborate with internal teams like Legal, Logistics, and Payments.
Key Responsibilities
- Take ownership of complex and escalated customer contacts by meticulously reviewing case histories and conducting thorough investigations.
- Perform qualitative assessments of previous customer interactions and provide constructive feedback to service provider specialists.
- Support multiple markets simultaneously, utilizing translation tools where necessary.
- Engage directly with customers through various channels (e.g., outbound calls, written communication) to de-escalate issues and build relationships.
- Actively contribute to optimizing customer service activities by identifying areas for enhancement.
- Skillfully manage customer escalations that pose a high risk to the brand's reputation.
- Collaborate effectively with internal departments and external partners to ensure a seamless customer experience.
Requirements / Qualifications
- Proven track record of delivering excellent customer support in complex or sensitive situations.
- Meticulous approach with a commitment to high due diligence and quality standards.
- Proven adaptability and resilience in a dynamic environment.
- Proactive and innovative mindset with the confidence to challenge existing processes.
- Excellent interpersonal and stakeholder management skills.
- Business proficiency in Dutch and English is essential.
Location
Berlin, Germany (Hybrid)
Employment Type
Full Time
Salary & Benefits
- Employee shares program
- 40% off fashion and beauty products (30% off Lounge by Zalando)
- 2 paid volunteering days a year
- Work from abroad for up to 30 working days a year
- 27 days of vacation a year to start
- Family services, including counseling and support
- Health and wellbeing options (including Wellhub)
- Mental health support and coaching
- Training platform and biannual peer-to-peer review
Equal Opportunity Statement
Zalando is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses.
