About the Company
Zalando is Europe’s leading online platform for fashion and lifestyle, serving millions of customers across 25 markets. We connect customers, brands, and partners in 17 countries, with more than 50 million active customers. At Zalando, we are building a world-class customer experience through innovation, data, and a deep understanding of our diverse customer base. Join us to be part of a dynamic team dedicated to setting new standards in e-commerce.
Job Description
We are seeking a highly motivated and customer-focused Remote Customer Service Specialist to join our growing team in Germany. This is a fantastic opportunity for individuals who are passionate about delivering exceptional service from the comfort of their home office. As a Remote Customer Service Specialist, you will be the first point of contact for our English-speaking customers, providing support, solving issues, and ensuring a positive shopping experience. You will handle inquiries via phone, email, and chat, addressing a wide range of topics from order status and product information to returns and payment issues. If you have a strong command of English, a knack for problem-solving, and thrive in a fast-paced environment, we encourage you to apply.
Key Responsibilities
- Provide friendly and efficient customer support to English-speaking customers via phone, email, and chat.
- Resolve customer inquiries and complaints promptly and professionally, maintaining a high level of customer satisfaction.
- Assist customers with product information, order tracking, returns, exchanges, and payment processing.
- Document customer interactions accurately and thoroughly in our CRM system.
- Collaborate with internal teams (e.g., logistics, finance) to resolve complex customer issues.
- Stay up-to-date on Zalando's products, services, policies, and system changes.
- Identify and escalate priority issues to senior team members when necessary.
- Contribute to a positive team environment, sharing knowledge and best practices.
Required Skills
- Fluent in English, both written and verbal (C1/C2 level).
- Minimum of 1 year of experience in a customer service role.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using CRM software and other customer service tools.
- Ability to work independently and manage time effectively in a remote setting.
- Reliable high-speed internet connection and a quiet home office environment.
Preferred Qualifications
- Experience in e-commerce or retail customer service.
- Familiarity with Zalando's products and services.
- Additional language skills (e.g., German, French, Dutch) are a plus.
- Experience with Zendesk or similar customer support platforms.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness programs.
- Employee discounts on Zalando products.
- Flexible remote work environment.
- Opportunities for professional development and career growth.
- Access to a wide range of online learning resources.
- Virtual team events and social activities.
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.
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