Customer Relations Expert (All Genders) - Dutch market focus at Zalando

Berlin, Berlin, Germany

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, FashionIndustries

Requirements

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
Native-level proficiency in Dutch (leader market focus)
Ability to support multiple markets simultaneously, utilizing translation tools where necessary
Empathy, quality-driven mindset, and ability to thrive in ambiguity

Responsibilities

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

Skills

Key technologies and capabilities for this role

DutchCustomer RelationsCase ResolutionEscalation ManagementQuality AssuranceProcess ImprovementCross-functional CollaborationCase Investigation

Questions & Answers

Common questions about this position

What is the employment type for this Customer Relations Expert role?

The position is full-time.

Is this Customer Relations Expert role remote or office-based?

This information is not specified in the job description.

What key skills are needed for the Customer Relations Expert position?

Key skills include being empathetic, quality-driven, thriving in ambiguity, mastering complex resolutions, performing qualitative assessments, global communication across markets using translation tools, relationship building, and championing improvements.

What is the company culture like at Zalando for this role?

Zalando emphasizes an inclusive culture by design, assessing candidates based on qualifications, merit, and business needs, welcoming diverse backgrounds, and supporting accommodations in the hiring process as part of their do.BETTER diversity & inclusion strategy.

What makes a strong candidate for the Customer Relations Expert role?

Strong candidates are empathetic, quality-driven individuals who thrive in ambiguity, excel at resolving complex cases through cross-functional collaboration, provide feedback to improve service quality, and focus on customer satisfaction and operational excellence.

Zalando

European online fashion retail marketplace

About Zalando

Zalando operates as a major e-commerce platform in Europe, focusing on fashion and lifestyle products. It allows customers to shop for a wide variety of clothing, shoes, and accessories from both established and emerging brands through its website and mobile app. The platform generates revenue by selling products directly to consumers and earning commissions from third-party sellers who list their items on Zalando. A key feature of Zalando is its commitment to providing a smooth shopping experience, which includes free delivery and returns, a large selection of products, and personalized recommendations. Zalando Plus, a premium membership program, offers additional benefits like faster shipping and exclusive deals. The company distinguishes itself from competitors by investing in technology and logistics to enhance customer satisfaction and streamline operations.

Berlin, GermanyHeadquarters

2008Year Founded

$149.8MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

Paid Vacation

Hybrid Work Options

Company Equity

Professional Development Budget

Visa Support

Wellness Program

Risks

Acquisition of About You may strain financial resources and affect profitability.

Virtual Fitting Room may face technological challenges and user adoption issues.

Competition from Vestiaire Collective's AI advancements could threaten Zalando's market position.

Differentiation

Zalando offers a seamless shopping experience with free delivery and returns.

The company invests heavily in technology for efficient operations and customer satisfaction.

Zalando's wide selection includes both well-known and emerging fashion brands.

Upsides

Acquisition of About You could expand market share in European fashion e-commerce.

Virtual Fitting Room may reduce return rates and improve customer satisfaction.

Zalando Partner platform could enhance third-party seller experience and increase commission revenue.

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