Customer Relations Expert (All Genders) - Dutch market focus

Zalando CuCa Ops Excellence SE & Co. KG; Berlin; Hybrid; EUR 42.000 - 68.000; Vollzeit

Benefits dieser Stelle

Employee shares program

Discounts on fashion and beauty

Volunteer days

Work from abroad

Vacation days (27+)

Family services

Wellbeing programs

Mental health support

Training platform

Hybrid work

Zusammenfassung

Zalando is hiring a Customer Relations Expert to own resolution of complex customer cases, collaborating with Legal, Logistics, Payments and CXM Quality to deliver fair, brand-aligned outcomes.

You will review histories, provide feedback to partners, and drive process improvements to prevent future issues, contributing to customer satisfaction and operational excellence.

Qualifikationen

• Proven track record in customer support, handling complex or sensitive situations with empathy and sound judgment.
• Meticulous approach with a commitment to high quality standards in all work.
• Adaptability and resilience to thrive in a dynamic environment with varying requirements.
• Proactive and innovative mindset, challenging processes and proposing improvements.
• Strong interpersonal and stakeholder management skills for cross-functional collaboration.
• Business proficiency in Dutch and English.

Aufgaben

• Master of Resolution: take ownership of complex escalated customer cases, reviewing histories and driving high-quality resolutions even beyond standard guidelines.
• Guardian of Quality: provide feedback to service providers to enhance quality and consistency of interactions.
• Global Communicator: support multiple markets using translation tools as needed.
• Relationship Builder: engage with customers through outbound calls and written communication to de-escalate issues and build trust.
• Champion of Improvement: identify areas for enhancement and propose innovative solutions.
• Brand Protector: manage high-risk escalations for the brand, including social media and press inquiries.
• Collaborative Problem-Solver: work with internal departments and external partners to ensure a seamless customer experience.

Kenntnisse

Customer support

Empathy

Ownership

Quality assurance

Stakeholder management

Jobbeschreibung

THE ROLE & THE TEAM 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 take the lead on escalated and complex cases, often working outside of standard guidelines to deliver fair, brand-aligned resolutions through close collaboration with internal teams like Legal, Logistics, Payments, and CXM Quality, as well as with our 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 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. 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 as well. We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process. do.BETTER - our diversity & inclusion strategy: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• 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.

WE'D LOVE TO MEET YOU IF YOU HAVE

• 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, with the ability to thrive in a dynamic environment, manage diverse tasks, and adjust to varying requirements.
• Proactive & Innovative Mindset: A proactive and innovative mindset, with the confidence to challenge existing processes and actively participate in their improvement by suggesting creative solutions.
• Interpersonal & Stakeholder Management Skills: Excellent interpersonal and stakeholder management skills, enabling you to build strong, collaborative relationships with internal teams and external partners.
• Business Proficiency in Dutch and English: Business proficiency in Dutch and English is essential.

OUR OFFER

Zalando provides a range of benefits, here’s an overview of what you can expect. 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 It’s the perfect time to join Zalando on our journey, from being a pioneer in the world of e-commerce, to the Starting Point for Fashion in Europe. We connect customers, brands, and partners across 25 markets. Help us drive digital and sustainable solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to 50 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests. Our values do.More - our sustainability strategy

• 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