Customer Relations Expert (All Genders) - Dutch market focus

Role: As a Customer Relations Expert, you will own the resolution of complex and sensitive customer cases, operating at the intersection of customer experience, quality assurance, and continuous improvement. You will handle escalated issues, often working outside standard guidelines to deliver brand-aligned resolutions through collaboration with internal teams (Legal, Logistics, Payments, CXM Quality) and external service providers. Responsibilities: - Master of Resolution: Investigate and resolve complex, escalated customer contacts, often requiring cross-functional input. - Guardian of Quality: Perform qualitative assessments of past interactions and provide constructive feedback to service partners to enhance consistency. - Global Communicator: Support multiple markets, including your native language market and others, using translation tools as needed. - Relationship Builder: Engage directly with customers via various channels to de-escalate issues and prevent future escalations. - Champion of Improvement: Identify areas for process enhancement and suggest innovative solutions. - Brand Protector: Manage high-risk escalations originating from social media, press, or senior leadership. - Collaborative Problem-Solver: Coordinate with internal departments and external partners to ensure seamless customer experiences. Qualifications: - Proven track record in customer support, particularly in complex or sensitive situations. - Meticulous approach with high standards for due diligence and quality. - Adaptability and resilience in a dynamic environment. - Proactive and innovative mindset with the ability to challenge existing processes. - Excellent interpersonal and stakeholder management skills. - Business proficiency in Dutch and English. What We Offer: - Employee shares program and product discounts (40% off Zalando, 30% off Lounge by Zalando). - 27 days of vacation per year. - 2 paid volunteering days annually. - Work from abroad for up to 30 days per year. - Access to family services, health and wellbeing options (Wellhub), and mental health support. - Professional development through training platforms and peer-to-peer reviews.