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Berlin, Germany · Hybrid
THE ROLE & THE TEAM 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 not just a contact-handling role — it's a critical po…
Skills: Customer support, Conflict resolution, Case investigation, Quality assurance, Stakeholder management
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Berlin, Germany · On-site
$68k–$93k/yr
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You will manage complex and escalated customer cases by conducting thorough investigations and collaborating with cross-functional teams to ensure fair resolutions. Additionally, you will perform qualitative assessments of customer interactions to provide feedback and drive continuous improvement in service quality.
The role requires proven expertise in customer support, particularly in handling sensitive or complex situations with empathy and sound judgment. Candidates must possess business proficiency in both Dutch and English, along with strong stakeholder management and analytical skills.
THE ROLE & THE TEAM
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 not just a contact-handling role — it's a critical position at the intersection of customer experience, quality assurance, and continuous improvement. You’ll take the lead on escalated and complex cases, often working outside of standard guidelines to deliver fair, brand-aligned resolutions through close collaboration with internal teams like Legal, Logistics, Payments, and CXM Quality, as well as with our external service providers.
Your focus will be twofold: delivering meaningful outcomes for customers, and driving quality across our operations. This includes in-depth case investigations, reviewing past interactions, providing feedback to our service partners, and identifying opportunities to enhance processes and prevent future issues. If you're empathetic, quality-driven, and thrive in ambiguity, this role offers the chance to make a tangible impact on both customer satisfaction and operational excellence.
INCLUSIVE BY DESIGN
At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce - one that 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. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well.
We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.
do.BETTER - our diversity & inclusion strategy: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
Master of Resolution: Take ownership of complex and escalated customer contacts by meticulously reviewing case histories, conducting thorough investigations (often with cross-functional input), and driving high-quality resolutions — even when this means going beyond standard guidelines and processes.
Guardian of Quality: Perform qualitative assessments of previous customer interactions, providing constructive feedback to our service provider specialists on all previous handlings in a case, to enhance service quality and consistency.
Global Communicator: Support multiple markets simultaneously, including both your native language (leader) market and several other (challenger) markets, utilizing translation tools where necessary.
Relationship Builder: Engage directly with customers through various channels (e.g., outbound calls, written communication) to de-escalate issues, build strong relationships, and prevent further escalations.
Champion of Improvement: Actively contribute to optimizing customer service activities by identifying areas for enhancement and suggesting innovative solutions
Brand Protector: Skillfully manage customer escalations that pose a high risk to our brand's reputation, including those originating from social media, press inquiries, or directed to senior leadership.
Collaborative Problem-Solver: Work effectively with internal departments (Payments, Logistics, Legal etc.) and external partners to gather information, align on solutions, and ensure a seamless customer experience.
WE'D LOVE TO MEET YOU IF YOU HAVE
Proven Customer Support Expertise: Demonstrated track record of delivering excellent customer support, especially in complex or sensitive situations, showing empathy, ownership, and sound judgment.
Meticulous Approach & High Standards: A meticulous approach with a commitment to high due diligence and exceptional quality standards in all your work.
Adaptability & Resilience: Proven adaptability and resilience, with the ability to thrive in a dynamic environment, manage diverse tasks, and adjust to varying requirements.
Proactive & Innovative Mindset: A proactive and innovative mindset, with the confidence to challenge existing processes and actively participate in their improvement by suggesting creative solutions.
Interpersonal & Stakeholder Management Skills: Excellent interpersonal and stakeholder management skills, enabling you to build strong, collaborative relationships with internal teams and external partners.
Business Proficiency in Dutch and English: Business proficiency in Dutch and English is essential.
OUR OFFER
Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.
Employee shares program
40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
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 for full-time employees
Family services, including counseling and support
Health and wellbeing options (including Wellhub, formerly Gympass)
Mental health support and coaching available
Drive your development through our training platform and biannual peer-to-peer review
#LI-Hybrid
Welcome to Zalando. Here’s some key info about us: Our position and vision: - We’re 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; offering clothes, footwear, accessories, and beauty. - We're building the ecosystem for fashion and lifestyle ecommerce. Our offering: - Our assortment of international brands ranges from world-famous names to local labels - Our platform is a one-stop fashion destination for inspiration, innovation, and interaction - As Europe’s most fashionable tech company, we work hard to find digital solutions for every aspect of the fashion journey: for our customers, partners, and friends of our brand. - Our logistics network with 12 centrally located fulfillment centers allows us to efficiently serve our customers throughout Europe, supported by warehouses in Italy, France, Poland, and Sweden with a focus on local customer needs. Our beliefs: - Our ambition is to combine our passion for self-expression through fashion with our unwavering commitments to sustainability and D&I - We promote an inclusive corporate culture that welcomes different perspectives and brings together people from diverse backgrounds. We want to ensure a non-discriminatory and supportive working environment for each of our employees to thrive. It’s a journey that all teams are on together, centered around the values we uphold. - We believe that our integration of fashion, operations, and online technology gives us the capability to deliver a compelling value proposition to both our customers and fashion brand partners.
Offices: Valeska-Gert-Straße 5, Berlin, Berlin 10243, DE · Tamara-Danz-Str. 1, Berlin, Berlin 10243, DE · Vorsetzen 35, Hamburg, 20459, DE · 3 Grand Canal Quay, Grand Canal Dock, Dublin, Dublin D02 WC65, IE · Runeberginkatu 5 B, Helsinki, Uusimaa 00100, FI
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