Senior Specialist CuEx Operations (all genders) at Zalando

Berlin, Berlin, Germany

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, Fashion, PaymentsIndustries

Requirements

Experience in a relevant field, with a background in customer service being a plus
Independent, hands-on, and thrive in a collaborative team environment
Consistently demonstrate a customer-centric approach, with a solution-oriented mindset and proactively identify areas for continuous improvement
Team player who enjoys interacting with colleagues and communicates clearly and constructively

Responsibilities

Support Customer Care with the resolution of customer cases around payment topics through backoffice communication
Manage bank requests and disputes with external payment providers like PayPal and Klarna, minimizing financial losses
Focus on customer experience by finding proactive solutions through investigation and processing of failed refunds and overpayments, and support with incident cleanups
Act as a central knowledge resource for CuCa and ZPS teams, supporting the implementation of process changes, launches of new payment methods, and markets
Drive operational excellence by questioning the status quo, providing insights for process optimization, and supporting the implementation of process improvements
Collaborate effectively within the team, offering support and guidance where needed to achieve shared goals

Skills

dispute management

payments operations

process improvement

stakeholder collaboration

customer support

operational excellence

back-office support

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.

Land your dream remote job 3x faster with AI

Try Jobo Free