Customer Support Chat Agent (English) – WFH

Über das Unternehmen

Zalando is Europe’s leading online platform for fashion and lifestyle, connecting customers, brands, and partners in 25 markets. We are driven by a passion for fashion and technology, continuously innovating to provide an unparalleled shopping experience. Our diverse teams work collaboratively to challenge conventions and set new standards in e-commerce, ensuring our customers always find what they love.

Stellenbeschreibung

Join Zalando as a Customer Support Chat Agent and be the first point of contact for our English-speaking customers! In this 100% remote role, you will provide excellent support via chat, assisting with orders, deliveries, returns, and general inquiries. You’ll be a brand ambassador, ensuring a positive and seamless experience for every customer. We are looking for empathetic and solution-oriented individuals who thrive in a fast-paced, digital environment.

Hauptverantwortlichkeiten

• Provide exceptional customer support through live chat, addressing inquiries and resolving issues efficiently.
• Assist customers with order placement, tracking, modifications, and cancellations.
• Guide customers through return and exchange processes, ensuring clear communication and satisfaction.
• Troubleshoot common website and app issues, offering clear and concise solutions.
• Maintain accurate and detailed records of all customer interactions in our CRM system.
• Collaborate with internal teams to escalate complex issues and ensure timely resolution.
• Adhere to company policies and procedures to uphold service quality and brand standards.

Erforderliche Fähigkeiten

• Fluent written and verbal communication skills in English.
• Strong typing speed and accuracy.
• Excellent problem-solving abilities and a proactive approach to customer service.
• Ability to multitask and manage multiple chat conversations simultaneously.
• Proficiency in using web browsers and basic computer applications.
• High level of empathy and patience when interacting with customers.
• Reliable internet connection and a dedicated quiet workspace for remote work.

Bevorzugte Qualifikationen

• Previous experience in a customer service or chat support role.
• Familiarity with e-commerce platforms and online retail processes.
• Experience with CRM software (e.g., Salesforce, Zendesk).
• Knowledge of other European languages (e.g., German, French, Italian) is a plus.

Vorteile & Zusatzleistungen

• Competitive annual salary.
• 100% remote work flexibility, saving commute time and costs.
• Comprehensive training and continuous professional development opportunities.
• Access to exclusive Zalando employee discounts.
• A supportive and collaborative team environment.
• Opportunities for career growth within a leading international e-commerce company.
• Hardware provided for remote work setup.

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