Customer Relations Expert (All Genders) - Dutch market focus
Core
Own resolution of complex and sensitive customer cases, driving quality across operations and preventing future issues.
Role type
Senior Customer Relations Expert (Escalations & Quality Assurance)
Builds
High-quality customer resolutions and improved service processes
Domain
E-commerce fashion and lifestyle
Deliverable
client delivery
Required skills
Complex case investigation, Cross-functional collaboration, Process improvement, Stakeholder management, De-escalation, Quality assessment
Preferred skills
Empathy, Adaptability, Innovation, Brand reputation management
Technologies
Translation tools (via careerplan.io/jobs/18251-33097-S-customer-relations-expert-all-genders-dutch-market-focus-at-zalando-se)
Responsibilities
Lead escalated and complex customer cases, Review past interactions and provide feedback to service partners, Engage directly with customers via calls and written communication, Collaborate with internal teams (Legal, Logistics, Payments) and external providers, Identify opportunities to enhance processes, Manage high-risk brand escalations
Seniority
Senior, hands-on IC
