Customer Relations Expert (All Genders) - Dutch market focus

Role: 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 an intersection of customer experience, quality assurance, and continuous improvement. You’ll take the lead on escalated and complex cases, often working outside standard guidelines to deliver fair, brand-aligned resolutions through close collaboration with internal teams like Legal, Logistics, Payments, and CXM Quality, and external service providers. Responsibilities: - Master of Resolution: Take ownership of complex and escalated customer contacts. Review case histories, only in-depth investigations. That often with Cross-functional inputs, drive actionable quality resolutions. - Guardian of Quality: Provide qualitative assessments of previous customer interactions, and constructive feedback to service providers to enhance service quality and consistency. - Global communication: support multiple markets, including both a native language and several other languages, translation tool. - Relationship Capacity: directly engages with customers through multiple channels to de-escalate. - Champion of Improvement: Actively contribute to improving Customer Service optimization. - Brand Protector: Manage customer escalations that pose a high risk to Hallmark's brand reputation. - Collaborative Problem-Solver: Work effectively with internal departments (Payments, Logistics, Legal) and external partners to ensure seamless, seamless customer experience. Qualifications: VietnamProven skills in providing excellent customer support, especially in complex situations, with empathy, ownership, and sound judgment in Travel. - Meticulous approach and commitment to high quality standards. - Adaptability and resilience in a dynamic environment. - Proactive problem-proof, improve mindset and Creative. - Active, collaborative relationship focus. Good with another team Stakeholder. - Business culture in Dutch and English. What we offer: - Employee shares program. - 40% off fashion and beauty products vs by Zalando. - 2 helped volunteering days per year. - Work abroad for up to 30 working days a year. - 27 days from annual leave. - family services, health and well-being including Gympass/cial support.