Client Support Associate

About the Company

Zalando is Europe’s leading online platform for fashion and lifestyle. Founded in 2008, we bring head-to-toe fashion to almost 50 million active customers across 25 markets, offering a breadth of assortment from world-renowned brands to local labels. Our mission is to connect people and fashion with our innovative technology, fostering an environment where both our customers and employees can thrive. We are committed to diversity, inclusion, and creating a supportive workplace culture that empowers every individual.

Job Description

We are seeking a highly motivated and empathetic Remote Client Support Associate to join our growing team. This is an entry-level position perfect for individuals eager to start a career in customer service, with no prior experience required. You will be the first point of contact for our valued customers, providing exceptional support and ensuring a positive experience with Zalando. This role is 100% remote, allowing you to work from the comfort of your home within Germany. We provide comprehensive training to equip you with all the knowledge and tools needed to succeed.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and phone, providing accurate information and solutions.
• Troubleshoot and resolve customer issues related to orders, deliveries, returns, payments, and product information.
• Escalate complex issues to appropriate internal teams when necessary, ensuring timely follow-up.
• Maintain a high level of customer satisfaction through friendly and efficient service.
• Document customer interactions and resolutions accurately in our CRM system.
• Collaborate with team members to share knowledge and best practices.
• Proactively identify opportunities to improve the customer experience and operational efficiency.
• Adhere to company policies and procedures, ensuring data privacy and security.

Required Skills

• Fluent in German and English (written and spoken)
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Empathy and a genuine desire to help others.
• Ability to work independently and manage time effectively in a remote setting.
• Proficiency with basic computer applications and the internet.
• Reliable high-speed internet connection and a quiet workspace.
• Willingness to learn and adapt to new systems and processes.

Preferred Qualifications

• Previous experience in a service-oriented role (e.g., retail, hospitality) is a plus but not required.
• Familiarity with CRM software or ticketing systems.
• Additional language skills (e.g., French, Dutch, Italian, Spanish) are a strong asset.
• A passion for fashion and e-commerce.

Perks & Benefits

• Competitive salary and performance-based bonuses.
• Fully remote work model.
• Comprehensive paid training program.
• Opportunities for career growth and professional development.
• Employee discount on Zalando products.
• Health and wellness programs.
• A vibrant, inclusive, and supportive company culture.
• Modern work equipment provided (laptop, headset).

Apply Now