Customer Relations Expert (all genders)

Zalando CuCa Ops Excellence SE & Co. KG; Berlin; Vor Ort; EUR 20.000 - 40.000; Vollzeit

Zusammenfassung

A leading e-commerce company based in Berlin is seeking a Customer Relations Expert to handle complex customer cases. This role involves ownership of escalated issues, quality assurance, and process improvement. Ideal candidates will demonstrate customer support expertise, adaptability, and proactive problem-solving skills. This position offers competitive benefits and a dynamic working environment.

Leistungen

Employee shares program

40% off fashion products

2 paid volunteering days

Work from abroad

27 days of vacation

Health and wellbeing options

Qualifikationen

• Demonstrated track record of delivering excellent customer support, especially in complex or sensitive situations.
• Ability to thrive in a dynamic environment and manage diverse tasks.
• Strong proficiency in English and a second language is a plus.

Aufgaben

• Take ownership of complex and escalated customer contacts.
• Perform qualitative assessments of previous customer interactions.
• Support multiple markets simultaneously using translation tools.

Kenntnisse

Customer Support Expertise

Adaptability

Interpersonal Skills

Proactive Mindset

Jobbeschreibung

Overview

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 lead escalated and complex cases, often working outside of standard guidelines to deliver fair, brand-aligned resolutions through collaboration with internal teams (Legal, Logistics, Payments, and CXM Quality) as well as with 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 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. We want to provide you with a great candidate experience and invite you to inform us of any accommodations you may need during the hiring process.

We also share a candidate experience commitment and invite inquiries about accommodations during the process.

• Our diversity & inclusion strategy: WED LOVE YOU TO DO (AND LOVE DOING)

Responsibilities

• Master of Resolution: Take ownership of complex and escalated customer contacts by 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 and provide constructive feedback to service provider specialists to enhance service quality and consistency.
• Global Communicator: Support multiple markets simultaneously, including your native language (leader) market and several other markets (challenger) using translation tools where necessary.
• Relationship Builder: Engage with customers through various channels to de-escalate issues, build relationships, and prevent further escalations.
• Champion of Improvement: Contribute to optimizing customer service activities by identifying areas for enhancement and suggesting innovative solutions.
• Brand Protector: Manage high-risk customer escalations that could affect brand reputation, including those from social media, press inquiries, or directed to senior leadership.
• Collaborative Problem-Solver: Work with internal departments (Payments, Logistics, Legal, etc.) and external partners to gather information, align on solutions, and ensure a seamless customer experience.

Qualifications

• Proven Customer Support Expertise: Demonstrated track record of delivering excellent customer support, especially in complex or sensitive situations, with empathy, ownership and sound judgment.
• Meticulous Approach & High Standards: Commitment to due diligence and exceptional quality in all work.
• Adaptability & Resilience: Ability to thrive in a dynamic environment, manage diverse tasks, and adjust to varying requirements.
• Proactive & Innovative Mindset: Willingness to challenge existing processes and contribute to improvements with creative solutions.
• Interpersonal & Stakeholder Management Skills: Strong ability to build collaborative relationships with internal teams and external partners.
• Business Proficiency in English: Business proficiency in English is essential.
• Additional Language Proficiency: Proficiency in one of German, French, Dutch, Italian, Swedish, Polish or Danish is a plus for specific market focus roles.

Our Offer

Zalando provides a range of benefits. 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

Employment Type : Full-Time

Experience : years

Vacancy : 1