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Zalando Logo Zalando · Customer Service

Customer Relations Expert

Germany, Berlin · Job Posted June 16, 2026
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Job Description

As a Customer Relations Expert, you’ll go beyond frontline support to own the resolution of our most complex and sensitive customer cases. This is not just a contact-handling role — it's a critical position at the intersection of customer experience, quality assurance, and continuous improvement. You’ll take the lead on escalated and complex cases, often working outside of standard guidelines to deliver fair, brand-aligned resolutions through close collaboration with internal teams like Legal, Logistics, Payments, and CXM Quality, as well as with our external service providers. Your focus will be twofold: delivering meaningful outcomes for customers, and driving quality across our operations. This includes in-depth case investigations, reviewing past interactions, providing feedback to our service partners, and identifying opportunities to enhance processes and prevent future issues. If you're empathetic, quality-driven, and thrive in ambiguity, this role offers the chance to make a tangible impact on both customer satisfaction and operational excellence.

Job Responsibility

  • 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.

Requirements

  • 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 German and English: Business proficiency in German and English is essential.

What we offer

  • 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
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Customer Relations Expert

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Customer Relations Expert

As a Customer Relations Expert, you’ll go beyond frontline support to own the re...
Location
Location
Germany , Berlin
Salary
Salary:
Not provided
zalando.se Logo
Zalando Sverige
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 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
Job Responsibility
Job Responsibility
  • 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 offer
What we offer
  • 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
  • Fulltime
Read More
Arrow Right

Customer Relations Expert

As a Customer Relations Expert, you’ll go beyond frontline support to own the re...
Location
Location
Germany , Berlin
Salary
Salary:
Not provided
zalando.se Logo
Zalando Sverige
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 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 German and English: Business proficiency in German and English is essential.
Job Responsibility
Job Responsibility
  • 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 offer
What we offer
  • 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
  • Fulltime
Read More
Arrow Right
New

Customer Relations Expert

As a Customer Relations Expert, you’ll go beyond frontline support to own the re...
Location
Location
Germany , Berlin
Salary
Salary:
Not provided
zalando.de Logo
Zalando
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 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
Job Responsibility
Job Responsibility
  • 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 offer
What we offer
  • 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
  • Fulltime
Read More
Arrow Right

Customer Relations Expert

As a Customer Relations Expert, you’ll go beyond frontline support to own the re...
Location
Location
Germany , Berlin
Salary
Salary:
Not provided
zalando.se Logo
Zalando Sverige
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 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 Latvian/Estonian or Lithuanian and English
Job Responsibility
Job Responsibility
  • 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 offer
What we offer
  • 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
  • Fulltime
Read More
Arrow Right

Customer Relations Expert

As a Customer Relations Expert, you’ll go beyond frontline support to own the re...
Location
Location
Germany , Berlin
Salary
Salary:
Not provided
zalando-lounge.de Logo
Zalando Lounge
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 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 Latvian/Estonian or Lithuanian and English
Job Responsibility
Job Responsibility
  • 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 offer
What we offer
  • 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
  • Fulltime
Read More
Arrow Right

Customer Relations Expert

As a Customer Relations Expert, you’ll go beyond frontline support to own the re...
Location
Location
Germany , Berlin
Salary
Salary:
Not provided
zalando-lounge.de Logo
Zalando Lounge
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 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 Estonian and English
Job Responsibility
Job Responsibility
  • 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 offer
What we offer
  • 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
  • Fulltime
Read More
Arrow Right
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Location
Location
Greece , Athens; Thessaloniki; Patras; Larissa; Crete; Chania; Kos
Salary
Salary:
Not provided
jujur.eu Logo
JUJUR
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Fluency in Czech
  • Very good use of English – both in written and spoken language
  • A profound passion for cars is a big plus
  • Work experience as a customer support/customer care representative for at least 6 months will be preferred
  • Highly developed communication skills
  • A genuine problem-solving mentality and a deep sense of ownership
  • Tech savviness and learning agility
  • A positive and adventurous attitude
  • A sponge that is willing to soak up all the knowledge and experience we offer
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Job Responsibility
  • Be the primary point of contact for customer requests, representing one of the world’s most esteemed car brands
  • Utilize phone calls, e-mails and chats in order to provide a seamless customer experience
  • Respond to inquiries about products and services, offering expert advice on a range of car-related matters
  • Resolve issues as they arise – addressing customers’ concerns in a professional and timely manner
  • Provide accurate and effective roadside assistance
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  • Exchange ideas and solutions with your colleagues
  • Enjoy your time in Crete
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What we offer
  • Complete relocation support (flight ticket only to Athens or Thessaloniki, pick-up & drop – both at no cost to you)
  • Free accommodation - 2weeks
  • Competitive monthly salary + 2 extra salaries per year
  • A generous bonus scheme
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Operations Customer Expert

Location
Location
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Salary
Salary:
Not provided
jujur.eu Logo
JUJUR
Expiration Date
Until further notice
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Requirements
Requirements
  • Native/fluent in Polish (C1), both verbal and written
  • Fluent in English (minimum B2 level)
  • Excellent communication skills, with the ability to listen attentively and respond thoughtfully to customer inquiries
  • Strong problem-solving abilities to address customer concerns efficiently and provide appropriate solutions
  • Experience in customer service, particularly in handling technical or product-related inquiries, is preferred but not required
  • Ability to remain calm and composed during high-pressure situations, such as emergencies or difficult customer interactions
  • Proficiency in using email, phone systems, and other customer service tools
  • experience with CRM software is a plus
  • Strong organizational skills to manage multiple customer requests and document conversations accurately
Job Responsibility
Job Responsibility
  • Assist customers via phone, email, and chat with inquiries related to products
  • Provide in-depth information about the company's products and services, helping customers make well-informed decisions based on their unique needs
  • Address customer concerns with empathy and professionalism, striving for satisfaction and building trust in each interaction
  • Accurately document all customer interactions and inquiries using the SAP CRM system for proper tracking and follow-up
  • Identify and escalate complex or unresolved issues to higher-level support or management to ensure quick resolution
  • Collaborate with internal teams to deliver efficient and effective solutions to customer issues
  • Perform regular customer service tasks, including updating and maintaining the customer database
  • Reach out to customers post-interaction to evaluate satisfaction and identify opportunities for improvement
  • Manage customer complaints and oversee the returns process, ensuring compliance with company policies
What we offer
What we offer
  • Excellent remuneration package based on experience, skills and performance
  • Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
  • Guidance and tools to reach career potential
  • Fully paid training on the company and products
  • Opportunity to work in a supportive environment focused on growth and skill development
  • Relocation support
  • Fulltime
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