Customer Relations Expert (All Genders) Latvian, Estonian or Lithuanian

Zalando; Berlin; Vor Ort; EUR 20.000 - 40.000; Vollzeit

Zusammenfassung

A leading e-commerce fashion platform is seeking a Customer Relations Expert in Berlin to manage escalated customer situations. The role demands a meticulous approach, proven customer support expertise, and adaptability in a dynamic environment. Key responsibilities include resolving complex cases, providing feedback on service quality, and supporting multiple markets. The position offers a range of benefits including employee shares, discounts on products, and generous vacation days.

Leistungen

Employee shares program

40% off fashion and beauty products

30% off Lounge by Zalando

2 paid volunteering days

Work from abroad for up to 30 days

27 days of vacation

Family services

Health and wellbeing options

Mental health support

Training platform access

Qualifikationen

• Proven track record of delivering excellent customer support.
• Meticulous approach with high standards in all work.
• Proven adaptability and resilience in a dynamic environment.
• Proactive mindset with the confidence to suggest improvements.
• Excellent interpersonal and stakeholder management skills.

Aufgaben

• Take ownership of escalated customer contacts and drive resolutions.
• Perform qualitative assessments of customer interactions.
• Support multiple markets and communicate effectively.
• Identify areas for improvement in customer service activities.
• Manage high-risk customer escalations effectively.
• Collaborate with internal and external teams to ensure a seamless experience.

Kenntnisse

Customer Support Expertise

Meticulous Approach

Adaptability

Proactive Mindset

Interpersonal Skills

Jobbeschreibung

THE ROLE & THE TEAM

As a Customer Relations Expert youll go beyond frontline support to own the resolution of our most complex and sensitive customer cases. This is not just a contact-handling role its a critical position at the intersection of customer experience quality assurance and continuous improvement. Youll 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 youre 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 youre 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.

KEY RESPONSIBILITIES

• 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.
• 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.
• Support multiple markets simultaneously including both your native language (leader) market and several other (challenger) markets utilizing translation tools where necessary.
• Engage directly with customers through various channels (e.g. outbound calls written communication) to de-escalate issues build strong 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 our brands reputation including those originating from social media press inquiries or directed to senior leadership.
• 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 WED 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 Latvian / Estonian or Lithuanian and English.

OUR OFFER

Zalando provides a range of benefits heres an overview of what you can expect. 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

EMPLOYMENT DETAILS

• Employment Type: Full-Time
• Vacancy: 1