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About the Role
As a Customer Relations Expert, you will own the resolution of complex and sensitive customer cases, working at the intersection of 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.
- Actively contribute to optimizing customer service activities by identifying areas for enhancement and suggesting innovative solutions.
- Manage customer escalations that pose a high risk to brand 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 German and English is essential.
Skills
- Customer Support
- Complex Case Resolution
- Quality Assurance
- Continuous Improvement
- Cross-functional Collaboration
- Stakeholder Management
- German
- English
Location
- Remote
Work Type
- Hybrid
- Full-time
Experience Level
- Not specified
Education Level
- Not specified
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
- 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 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.