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About the Role
As a Customer Relations Expert, you will own the resolution of complex and sensitive customer cases, acting as a critical point of contact for customer experience, quality assurance, and continuous improvement. You will lead escalated cases, collaborating with internal teams and external partners to deliver fair, brand-aligned resolutions and drive quality across operations.
Responsibilities
- Take ownership of complex and escalated customer contacts by meticulously reviewing case histories, conducting thorough investigations, and driving high-quality resolutions.
- Perform qualitative assessments of previous customer interactions, providing constructive feedback to service provider specialists to enhance service quality.
- Support multiple markets simultaneously, utilizing translation tools where necessary.
- Engage directly with customers through various channels to de-escalate issues, build relationships, and prevent further escalations.
- Identify areas for enhancement and suggest innovative solutions to optimize customer service activities.
- Manage customer escalations that pose a high risk to the brand's reputation.
- Work effectively with internal departments and external partners to gather information, align on solutions, and ensure a seamless customer experience.
Requirements
- Demonstrated track record of delivering excellent customer support, especially in complex or sensitive situations, showing empathy, ownership, and sound judgment.
- A meticulous approach with a commitment to high due diligence and exceptional quality standards.
- Proven adaptability and resilience, with the ability to thrive in a dynamic environment.
- A proactive and innovative mindset, with the confidence to challenge existing processes and suggest creative solutions.
- Excellent interpersonal and stakeholder management skills.
- Business proficiency in Danish and English is essential.
Skills
- Customer Support
- Complex Case Resolution
- Quality Assurance
- Continuous Improvement
- Cross-functional Collaboration
- Stakeholder Management
- Danish
- English
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- Proven track record
Benefits
- 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
- Family services, including counseling and support
- Health and wellbeing options
- Mental health support and coaching
- Training platform
- Biannual peer-to-peer review
About the Company
- Zalando's vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce.
- The company is committed to being inclusive by design.
Equal Opportunity
- 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.
- Please avoid including your picture, age, and marital status in your CV.
- Please feel free to inform us of any accommodations you may need.