Risk Mitigation Experts (All Genders)

Zalando CuCa Ops Excellence SE & Co. KG; Berlin; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A prominent e-commerce company in Berlin is seeking a Risk Mitigation Expert to safeguard customers and uphold compliance. You will tackle sensitive issues regarding fraud prevention and data privacy, making informed decisions and collaborating with internal teams. The ideal candidate has at least 2 years of relevant customer service experience, possesses analytical skills, and is committed to maintaining high standards in quality checks. This role offers opportunities for personal development and benefits including generous discounts and vacation days.

Leistungen

Employee shares program

40% off fashion products

2 paid volunteering days

27 vacation days

Mental health support

Health and wellbeing options

Qualifikationen

• At least 2 years of experience dealing with escalations and data privacy.
• Understanding of customer care processes and fraud prevention.
• Ability to analyze potential fraud patterns and make careful judgments.
• Experience in making considered decisions in customer-facing situations.
• Commitment to high standards and quality checks.

Aufgaben

• Investigate sensitive customer issues related to fraud and data privacy.
• Make considered decisions on unique customer situations.
• Review quality of prior customer handlings by Tier 2 support.
• Participate in double-checking important decisions for accuracy.
• Monitor public channels for user comments affecting brand image.
• Collaborate with internal teams on fraud detection and trainings.

Kenntnisse

Customer service experience

Data privacy knowledge

Fraud prevention skills

Analytical skills

Problem-solving skills

Jobbeschreibung

THE ROLE & THE TEAM

As a Risk Mitigation Expert you’ll play a key role in safeguarding both our customers and Zalando from financial, legal and reputational risks. You’ll be part of a specialized team that handles the final assessment of complex and sensitive customer cases typically those that have already passed through earlier support tiers and now require expert judgment due to elevated risk or unresolved complexity. These cases often involve critical topics like fraud prevention, GDPR compliance and data privacy concerns.

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.

Responsibilities

• Investigate Sensitive Cases: Carefully look into and resolve forwarded sensitive customer issues especially those related to potential fraud or data privacy concerns, always aiming to protect our customers and Zalando.
• Make Considered Decisions: Resolve customer cases with care, sometimes using specific restricted tools and information to analyze the situation thoroughly, especially when standard processes don’t fully cover the unique circumstances.
• Uphold Quality Standards: Review how previous customer handings in a case were handled by Tier 2 support teams and provide clear constructive feedback to help our service providers improve their quality.
• Ensure Accuracy: Participate in a four‑eye principle check where you review important decisions to ensure accuracy, fairness and to avoid errors and customer escalations.
• Monitor Public Channels: Keep an eye on public channels (like social media and review sites) and, following our guidelines, respond appropriately to user comments that might impact Zalando’s brand image.
• Collaborate with Experts: Work closely and share information with internal teams particularly the Fraud Advisory Team to help spot new fraudulent patterns, the Privacy Law Team to ensure we always comply with GDPR and other regulations and Communications to align on public messages.
• Support Fraud Detection: Assist in monitoring internal fraud reports and help investigate any suspicious activity by working together with teams like Analytics and Compliance.

Qualifications

• Essential Experience: At least 2 years of experience in a customer service role where you’ve dealt with escalations, data privacy requests, high‑level social media support or fraud prevention tasks.
• Process Knowledge & Interest: A good understanding of general customer care processes and a genuine interest in topics like data privacy (e.g. GDPR) and fraud prevention.
• Analytical Aptitude: The ability to learn and use special tools to spot potential fraud patterns and make careful judgments based on information.
• Sound Judgment: Experience in making careful and considered decisions in customer‑facing situations weighing up different factors.
• Commitment to Quality: An understanding of why quality checks (like a four‑eye principle where work is double‑checked) are important and a dedication to maintaining high standards.
• A Mind for Improvement: A knack for noticing when a process isn’t working as well as it could for customers or the team and you’re comfortable suggesting practical changes.
• Problem‑Solving Skills: The ability to think on your feet and suggest sensible solutions when the standard instructions don’t quite fit a particular situation, always within company guidelines.
• Language Proficiency: Business proficiency in English is essential.

Benefits

• 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.