Customer Relations Expert (All Genders) - German market focus

Role: As a Customer Relations Expert, you will own the resolution of complex and sensitive customer cases, acting 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 resolutions and driving operational quality. Responsibilities: - Take ownership of complex and escalated customer contacts, reviewing case histories and conducting thorough investigations. - Perform qualitative assessments of previous interactions and provide feedback to service partners. - 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. - Manage high‑risk escalations that could affect brand reputation, including social media and press inquiries. - Collaborate with internal departments (Payments, Logistics, Legal, etc.) and external partners to ensure seamless customer experience. Qualifications: - Proven customer support expertise, especially in complex or sensitive situations. - Meticulous approach with high standards and due diligence. - Strong adaptability and resilience in a dynamic environment. - Proactive and innovative mindset, willing to challenge processes. - Excellent interpersonal and stakeholder management skills. - Business‑level proficiency in German and English. What We Offer: - Employee shares program. - 40% discount on Zalando 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 (full‑time). - Family services, health and wellbeing options, mental health support and coaching. - Development opportunities through training platform and peer‑to‑peer reviews.