🎧 Lead Customer Relations Expert (All Genders) - German market focus for Zalando Berlin

Stichworte

• CustomerRelations
• EscalationManagement
• Zalando
• Berlin
• GermanMarket
• QualityAssurance
• CustomerExperience
• Fulltime
• E-commerce
• ProblemSolving

Zusammenfassung

Zalando sucht für seinen Standort in Berlin einen engagierten Customer Relations Expert mit Fokus auf den deutschen Markt. In dieser verantwortungsvollen Position übernehmen Sie die Klärung komplexer und sensibler Kundenanliegen, die über den Standard-Support hinausgehen. Sie fungieren als Schnittstelle zwischen verschiedenen internen Abteilungen wie Recht und Logistik, um markengerechte Lösungen zu finden. Neben der direkten Kundenkommunikation treiben Sie die Servicequalität durch detaillierte Analysen und Prozessoptimierungen aktiv voran. Diese Rolle bietet die Chance, die Kundenzufriedenheit und operative Exzellenz in einem führenden E-Commerce-Unternehmen maßgeblich mitzugestalten.

Benefits und Qualifikationen

• 40% Mitarbeiterrabatt
• Mitarbeiteraktienprogramm
• 30 Tage Work from Abroad
• 27 Tage Urlaub
• Mentale Gesundheit Support
• Kostenloses Coaching
• Wellhub Zugang
• 2 Tage Volunteering

Stellenausschreibung

The Role & The Team

As a Customer Relations Expert, you will manage complex and sensitive customer cases, moving beyond basic support to ensure high-quality resolutions. This role places you at the heart of customer experience and operational improvement. You will lead escalations, collaborating with specialized internal teams such as Legal, Logistics, and Payments to deliver fair, brand-consistent outcomes.

Your focus is twofold: achieving meaningful results for customers and elevating operational quality. You will perform in-depth investigations, review past interactions, and provide vital feedback to service partners to prevent future issues. If you are empathetic, quality-driven, and thrive in dynamic environments, this is your chance to make a tangible impact.

What You Will Do

• Take full ownership of escalated customer contacts, conducting thorough investigations to drive high-quality resolutions.
• Act as a guardian of quality by assessing previous interactions and providing constructive feedback to enhance service consistency.
• Communicate directly with customers via various channels to de-escalate issues and build lasting relationships.
• Collaborate with internal departments like Payments and Legal to align on solutions and ensure a seamless experience.
• Protect the brand by managing high-risk escalations originating from social media or senior leadership inquiries.
• Contribute to process optimization by identifying areas for enhancement and suggesting innovative solutions.

What We Are Looking For

• Proven expertise in professional customer support, especially when handling complex or sensitive situations.
• A meticulous approach with a strong commitment to high due diligence and exceptional quality standards.
• Resilience and adaptability to thrive in a fast-paced, evolving environment.
• A proactive mindset with the confidence to challenge existing processes and suggest creative improvements.
• Business proficiency in both German and English is essential for this role.

Our Benefits

• Employee share programs and a 40% discount on fashion and beauty products at Zalando.
• Flexible working arrangements, including the option to work from abroad for up to 30 days a year.
• Comprehensive health and wellbeing options, including mental health support and coaching.
• Continuous professional development through our dedicated training platform and regular peer reviews.
• 27 days of annual vacation and two paid volunteering days to support causes you care about.