🇳🇱 Customer Relations Expert (All Genders) - Dutch market focus for Zalando Berlin Excellence Team

Zalando

Berlin

Stichworte

Berlin
Dutch
CustomerCare
Zalando
Beschwerdemanagement
E-Commerce
Vollzeit
Hybrid
Kundenservice
Qualitätsmanagement

Zusammenfassung

Zalando sucht in Berlin einen engagierten Customer Relations Expert mit Fokus auf den niederländischen Markt zur Bearbeitung komplexer Eskalationsfälle. In dieser Schlüsselposition agieren Sie an der Schnittstelle zwischen Kundenerfahrung, Qualitätssicherung und Prozessoptimierung. Sie arbeiten eng mit Fachabteilungen wie Recht und Logistik zusammen, um markengerechte Lösungen für anspruchsvolle Kundenanliegen zu finden. Neben der direkten Kommunikation analysieren Sie Serviceprozesse und geben wertvolles Feedback zur Steigerung der operativen Exzellenz. Es erwartet Sie ein internationales Arbeitsumfeld bei Europas führender Online-Plattform für Mode und Lifestyle.

Benefits und Qualifikationen

Mitarbeiteraktienprogramm
40% Rabatt auf Zalando Produkte
30 Tage mobiles Arbeiten im Ausland pro Jahr
27 Urlaubstage
Wellhub Mitgliedschaft
Mentale Gesundheitscoachings
Zwei bezahlte Volunteering-Tage

Stellenausschreibung

The Role & The Team

Step into a pivotal role as a Customer Relations Expert, where you will manage the resolution of complex and sensitive customer cases. This position goes beyond standard support, placing you at the heart of customer experience and quality assurance. You will lead escalated cases, collaborating with internal teams such as Legal, Logistics, and Payments to deliver fair, brand-aligned solutions.

Your objective is twofold: achieving meaningful customer outcomes and enhancing operational quality. You will conduct deep-dive investigations, review past interactions, and provide actionable feedback to service partners to prevent future issues. This is an ideal opportunity for empathetic, quality-driven professionals who excel in ambiguous situations.

Your Responsibilities

Take full ownership of escalated customer contacts, conducting thorough investigations and driving high-quality resolutions.
Act as a guardian of quality by assessing previous interactions and providing constructive feedback to improve service consistency.
Support multiple markets simultaneously, focusing on the Dutch market while utilizing translation tools for other regions.
Build strong relationships with customers through various channels to de-escalate issues and protect the brand's reputation.
Collaborate with internal departments and external partners to ensure a seamless and professional customer journey.
Contribute to the optimization of customer service activities by identifying areas for improvement and suggesting innovative solutions.

What We Look For

Proven expertise in customer support, specifically in handling complex or sensitive scenarios with sound judgment and empathy.
A meticulous work ethic with a strong commitment to high quality and due diligence in every task.
Resilience and adaptability to thrive in a fast-paced, dynamic e-commerce environment.
A proactive mindset focused on challenging existing processes and suggesting creative improvements.
Excellent stakeholder management skills to build collaborative relationships across internal and external teams.
Business proficiency in both Dutch and English is mandatory.

Our Benefits

Exclusive employee shares program and significant discounts on Zalando and Lounge products.
Flexible working options, including the possibility to work from abroad for up to 30 days annually.
Comprehensive health and wellbeing support, including mental health coaching and fitness options via Wellhub.
Continuous professional development through our training platform and regular peer reviews.
27 days of vacation to start and two paid volunteering days per year.

About Zalando

Founded in 2008 in Berlin, Zalando is Europe's leading online platform for fashion and lifestyle. We connect over 50 million active customers with thousands of brands across 25+ markets. Our ecosystem is built on cutting-edge AI and data infrastructure to provide a highly personalized shopping experience while offering seamless cross-border scaling for our partners.