About the Company
Zalando is Europe’s leading online platform for fashion and lifestyle. Founded in Berlin in 2008, we bring head-to-toe fashion to almost 50 million active customers across 25 markets. Our mission is to re-imagine fashion for the good of all, creating a platform where customers can easily discover what they love and where brands can thrive. We are a diverse, inclusive, and innovative team dedicated to providing an unparalleled shopping experience and exceptional customer service.
Job Description
We are seeking a highly motivated and empathetic Remote Customer Care Specialist to join our dynamic team. This is a 100% remote position, allowing you to work from anywhere within Germany. As a key point of contact for our English-speaking customers, you will be responsible for providing outstanding support, resolving inquiries, and ensuring a positive brand experience. You will handle a variety of customer interactions via email, chat, and occasionally phone, addressing questions related to orders, products, returns, payments, and general account assistance. Your ability to communicate clearly, solve problems efficiently, and maintain a friendly demeanor will be crucial to success in this role.
Key Responsibilities
- Provide exceptional customer support to English-speaking customers via email, chat, and sometimes phone.
- Respond to customer inquiries regarding orders, products, shipping, returns, refunds, payments, and account management.
- Accurately document all customer interactions and resolutions in our CRM system.
- Proactively identify and escalate complex issues to appropriate internal teams.
- Collaborate with other departments to resolve customer concerns and improve service processes.
- Educate customers on Zalando's policies, procedures, and product offerings.
- Maintain a high level of customer satisfaction through professional and courteous service.
- Contribute to a positive team environment and uphold company values.
Required Skills
- Fluent written and spoken English (C1/C2 level).
- Minimum of 1 year experience in a customer service or support role, preferably in an e-commerce environment.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency with CRM software and general computer skills.
- Ability to work independently and manage time effectively in a remote setting.
- High level of empathy and patience when dealing with customer issues.
- Reliable internet connection and a quiet home office environment.
Preferred Qualifications
- Experience with Zendesk, Salesforce Service Cloud, or similar customer support platforms.
- Additional language skills (e.g., German, Dutch, French).
- Familiarity with fashion e-commerce operations and logistics.
- Previous experience working in a fully remote role.
Perks & Benefits
- 100% remote work flexibility within Germany.
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness programs.
- Employee discounts on Zalando products.
- Opportunities for professional development and career growth.
- Access to a diverse and inclusive international team.
- Modern tools and technology to support remote work.
- Paid time off and public holidays.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
DISCLAIMER
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