Customer Relations Expert (All Genders) - Danish market focus

Role: As a Customer Relations Expert, you will own the resolution of complex and sensitive customer cases, working at the intersection of customer experience, quality assurance, and continuous improvement. You will lead escalated cases, collaborate with internal teams (Legal, Logistics, Payments, CXM Quality) and external service providers, delivering fair, brand‑aligned outcomes and driving operational quality. Responsibilities: - Take ownership of complex and escalated customer contacts, conducting thorough investigations and delivering high‑quality resolutions. - Perform qualitative assessments of previous interactions and provide feedback to service partners to enhance quality. - Support multiple markets, using translation tools where needed. - Engage directly with customers via calls and written communication to de‑escalate issues and build relationships. - Identify improvement opportunities and suggest innovative solutions to optimise customer service activities. - Manage high‑risk escalations that could impact the brand’s reputation, including social media and press inquiries. - Collaborate with internal departments (Payments, Logistics, Legal, etc.) and external partners to gather information and ensure seamless customer experiences. Qualifications: - Proven experience in delivering excellent customer support, especially in complex or sensitive situations. - Meticulous approach with high standards and strong due‑diligence. - Adaptability and resilience in a dynamic environment. - Proactive and innovative mindset with a willingness to challenge processes. - Strong interpersonal and stakeholder‑management skills. - Business‑level proficiency in Danish and English. What We Offer: - Employee shares program. - 40% discount on fashion and beauty products, 30% discount on Lounge by Zalando, and external partner discounts. - Two paid volunteering days per year. - Ability to work from abroad up to 30 days per year. - 27 days of vacation per year for full‑time employees. - Family services, health and wellbeing options, mental health support and coaching. - Development opportunities through training platforms and peer‑to‑peer reviews.