Remote Customer Service Representative (English) – Work from Anywhere in Germany

Über das Unternehmen

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 imagine and create the future of fashion for everyone. We operate a vast e-commerce platform that connects customers, brands, and partners, driving innovation in how people discover and experience fashion.

Stellenbeschreibung

We are seeking a highly motivated and customer-focused Remote Customer Service Representative to join our dynamic team. This is a 100% remote position, allowing you to work from anywhere within Germany. As a Customer Service Representative, you will be the first point of contact for our English-speaking customers, providing exceptional support and resolving inquiries related to orders, deliveries, returns, and product information. Your primary goal will be to ensure a positive and seamless customer experience, upholding Zalando’s commitment to outstanding service.

Hauptverantwortlichkeiten

• Respond to customer inquiries via email, chat, and phone in English, providing accurate and timely information.
• Resolve customer issues and complaints efficiently and empathetically, striving for first-contact resolution.
• Process orders, returns, and exchanges according to company policies and procedures.
• Escalate complex cases to appropriate internal teams when necessary.
• Maintain accurate records of customer interactions and transactions in our CRM system.
• Educate customers on Zalando's products, services, and policies.
• Contribute to team knowledge by sharing insights and best practices.
• Adhere to quality standards and key performance indicators (KPIs).

Erforderliche Fähigkeiten

• Fluent written and spoken English (C1/C2 level).
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive approach.
• Empathy and a genuine desire to help customers.
• Ability to work independently in a remote environment.
• Proficiency with basic computer applications and web browsers.
• Strong organizational skills and attention to detail.

Bevorzugte Qualifikationen

• Previous experience in a customer service role, preferably in an e-commerce or retail setting.
• Experience with CRM software (e.g., Salesforce, Zendesk).
• Familiarity with Zalando's products and services.
• Ability to speak German or another European language is a plus.

Vorteile & Zusatzleistungen

• Competitive salary and performance-based bonuses.
• 100% remote work flexibility within Germany.
• Comprehensive health insurance and wellness programs.
• Employee discounts on Zalando products.
• Opportunities for career growth and professional development.
• Support for home office setup.
• Paid time off and public holidays.

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