Customer Relations Expert

About the Role As a Customer Relations Expert, you’ll own the resolution of our most complex and sensitive customer cases, operating at the intersection of customer experience, quality assurance, and continuous improvement. You’ll lead escalated and complex cases, collaborating with internal teams such as Legal, Logistics, Payments, and CXM Quality, as well as external service providers. The role focuses on delivering meaningful outcomes for customers and driving quality across operations.

What You'll Do

• Master of Resolution: Take ownership of complex and escalated customer contacts by meticulously reviewing case histories, conducting thorough investigations (often with cross-functional input), and driving high-quality resolutions — even when this means going beyond standard guidelines and processes.
• Guardian of Quality: Perform qualitative assessments of previous customer interactions, providing constructive feedback to our service provider specialists on all previous handlings in a case, to enhance service quality and consistency.
• Global Communicator: Support multiple markets simultaneously, including both your native language (leader) market and several other (challenger) markets, utilizing translation tools where necessary.
• Relationship Builder: Engage directly with customers through various channels (e.g., outbound calls, written communication) to de-escalate issues, build strong relationships, and prevent further escalations.
• Champion of Improvement: Actively contribute to optimizing customer service activities by identifying areas for enhancement and suggesting innovative solutions.
• Brand Protector: Skillfully manage customer escalations that pose a high risk to our brand's reputation, including those originating from social media, press inquiries, or directed to senior leadership.
• Collaborative Problem-Solver: Work effectively with internal departments (Payments, Logistics, Legal etc.) and external partners to gather information, align on solutions, and ensure a seamless customer experience.

What We're Looking For

• Proven Customer Support Expertise: Demonstrated track record of delivering excellent customer support, especially in complex or sensitive situations, showing empathy, ownership, and sound judgment.
• Meticulous Approach & High Standards: A meticulous approach with a commitment to high due diligence and exceptional quality standards in all your work.
• Adaptability & Resilience: Proven adaptability and resilience, with the ability to thrive in a dynamic environment, manage diverse tasks, and adjust to varying requirements.
• Proactive & Innovative Mindset: A proactive and innovative mindset, with the confidence to challenge existing processes and actively participate in their improvement by suggesting creative solutions.
• Interpersonal & Stakeholder Management Skills: Excellent interpersonal and stakeholder management skills, enabling you to build strong, collaborative relationships with internal teams and external partners.
• Business Proficiency in Dutch and English: Business proficiency in Dutch and English is essential.

Compensation & Benefits

• Employee shares program
• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
• 2 paid volunteering days a year
• Work from abroad for up to 30 working days a year
• 27 days of vacation a year to start for full-time employees
• Family services, including counseling and support
• Health and wellbeing options (including Wellhub, formerly Gympass)
• Mental health support and coaching available
• Drive your development through our training platform and biannual peer-to-peer review
• LI-Hybrid You are trained on data up to October 2023.