About Company
Zalando SE is Europe’s leading online platform for fashion and lifestyle, connecting millions of customers, thousands of brands, and partners across 17 countries. Founded in Berlin in 2008, we’ve grown from an online shoe shop into a diverse platform offering clothing, accessories, and beauty products. Our mission is to re-imagine fashion for the good of all, creating a platform that is diverse, inclusive, and sustainable. We empower our employees to make a tangible impact, fostering an environment where innovation thrives, and every voice is heard. Join us and be part of a forward-thinking team building the future of fashion retail from your home in Germany.
Job Description
Are you passionate about delivering exceptional customer experiences and thrive in a dynamic, remote environment? Zalando SE is seeking a highly motivated and empathetic Remote Customer Service Representative to join our growing team in Germany. In this crucial role, you will be the first point of contact for our valued customers, providing friendly, efficient, and knowledgeable support across email, chat, and phone. You’ll be instrumental in ensuring a seamless shopping experience, resolving inquiries related to orders, returns, payments, product information, and general site navigation. This is a fantastic opportunity to contribute to a leading European e-commerce company while enjoying the flexibility and comfort of a remote setup. We are looking for individuals who are excellent communicators, problem-solvers, and tech-savvy, with a genuine desire to make a difference in our customers’ day. You will receive comprehensive training and ongoing support to equip you with all the tools needed to succeed. Embrace the future of work with Zalando and help us continue to redefine the fashion retail landscape. Your contribution will directly impact customer satisfaction and loyalty, crucial elements of our success. We value diverse perspectives and are committed to creating an inclusive work environment for all.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, and phone.
- Provide accurate and complete information regarding orders, products, services, and company policies.
- Resolve customer complaints and issues efficiently and courteously, escalating complex cases when necessary.
- Process returns, refunds, and exchanges according to established company guidelines.
- Assist customers with website navigation, account management, and payment-related issues.
- Document all customer interactions and resolutions accurately in our CRM system.
- Identify and escalate priority issues to the appropriate internal teams for prompt resolution.
- Maintain a high level of product knowledge and stay updated on company promotions, new arrivals, and policy changes.
- Contribute to team efforts by accomplishing related results as needed and participating in team meetings.
- Adhere to quality assurance standards and strive to meet or exceed key performance indicators (KPIs).
Required Skills
- Excellent written and verbal communication skills in German and English (C1/C2 level).
- Proven experience in a customer service role (at least 12 months).
- Strong problem-solving abilities and a genuine customer-centric mindset.
- Proficiency with CRM software and general computer applications (e.g., Google Workspace, Microsoft Office).
- Ability to work independently, demonstrate self-discipline, and manage time effectively in a remote setting.
- Empathetic and patient approach to customer interactions, with a positive attitude.
- Reliable high-speed internet connection and a quiet, dedicated home office environment.
- High school diploma or equivalent.
Preferred Qualifications
- Experience in the e-commerce or retail industry, especially fashion.
- Additional language skills (e.g., French, Dutch, Italian, Spanish).
- Familiarity with Zalando's products, services, and brand values.
- Experience with ticketing systems and live chat platforms.
- A diploma or degree in a related field such as communications, business, or retail management.
Perks & Benefits
- Competitive salary and opportunities for performance-based bonuses.
- Comprehensive initial training and continuous professional development opportunities.
- Flexible remote work environment, allowing for a better work-life balance.
- Generous employee discounts on Zalando products and partner brands.
- Access to mental health and well-being programs and resources.
- Opportunities for career growth and advancement within a leading European tech company.
- A diverse, inclusive, and collaborative company culture.
- Company-provided equipment for your home office setup.
How to Apply
If you are excited by the prospect of joining a dynamic team and contributing to the success of Europe’s leading fashion platform, we encourage you to apply! Please click on the application link below to visit our careers page. Search for ‘Customer Service Representative’ or similar remote roles in Germany to find specific openings and submit your application.