Service Optimisation Expert

Location

Berlin

Contract

Full time

Job Category

Customer Care

**THE ROLE & THE TEAM**

As a Service Optimisation Expert, you will be at the forefront of innovation within our Customer Care (CuCa) organization. You'll join a specialist team focused on enhancing our services and customer solutions by rigorously testing, piloting, and maturing new initiatives across all markets, channels, and propositions. Your work will directly contribute to improving our AI capabilities through activities like sentiment monitoring and data labeling, and you'll play a key role in scaling Customer Care related Zalando Group-wide solutions. This role requires a proactive and adaptable individual who thrives on exploring uncharted territory, sometimes working beyond established processes to achieve groundbreaking results. While primarily project-focused, you'll maintain a strong connection to our customers through regular direct contact and service benchmarking. You will collaborate closely with diverse stakeholders including CX Content, CuCa Tech & Analytics, Innovation & Integration teams, various Project Managers, and CXM.

**INCLUSIVE BY DESIGN**

**WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)**
- Pioneer New Solutions: Lead and support the testing, trialing, and piloting of new customer services, processes, and cutting-edge solutions across all CuCa touchpoints, which includes hands-on customer contact handling during these exploratory phases.
- Enhance AI Capabilities: Actively contribute to the evolution of our AI solutions by performing vital content-related tasks, such as monitoring live sentiment analysis and meticulously labeling data for machine learning model development.
- Scale for Impact: Support the execution and maturation of Customer Care related Zalando Group solutions, preparing them for broader scaling. This may involve navigating customer interactions and scenarios that fall outside clearly defined guidelines and processes, requiring your expert judgment.
- Stay Customer-Connected: Engage in regular direct customer contact to maintain a deep understanding of their needs and experiences, ensuring our Optimisation efforts remain truly customer-centric.
- Benchmark for Excellence: Conduct occasional service benchmarking activities to identify industry best practices, emerging trends, and opportunities for Zalando to lead and innovate.
- Drive Quality Insights: Perform targeted quality assessments as driven by business needs, providing valuable insights to refine processes and improve service delivery.

**WE'D LOVE TO MEET YOU IF YOU HAVE**
- Essential Experience: A minimum of 2 years of hands-on experience in customer service or handling customer escalations. Experience within Zalando or a comparable dynamic, large-scale B2C environment is crucial.
- Process & Tech Acumen: Strong knowledge of Customer Care processes and technologies. Deep familiarity with Zalando's CuCa ecosystem is a significant advantage.
- A Challenger Mindset: The proven ability to critically evaluate and challenge new and existing processes, coupled with a passion for actively participating in and driving process improvements.
- Innovative Problem-Solver: A knack for thinking creatively and the confidence to suggest and implement solutions that may extend beyond current guidelines.
- Decisive Action: Strong decision-making capabilities, particularly when faced with ambiguity or novel situations during pilots and tests.
- Adaptability & Agility: The ability to swiftly adapt to changing projects, diverse tasks, and evolving priorities in a fast-paced, innovative environment.
- Continuous Improvement Mindset: Familiarity with Six Sigma or similar continuous improvement methodologies is a strong plus. You bring a data-driven approach to identifying inefficiencies, optimizing processes, and ensuring sustainable, high-quality outcomes.
- Implementation Expertise: Demonstrable knowledge and practical expertise in supporting the implementation, testing, and rollout of new customer-facing solutions and technologies.
- Collaborative Communicator: Very good stakeholder management and communication skills, with a talent for working effectively with diverse teams including CX Content, CuCa Tech, Analytics, Innovation & Integration, and Project Managers.
- Language Proficiency: Business proficiency in English is mandatory. Proficiency in at least one other market language is required, and proficiency in two other market languages would be highly advantageous.

**OUR OFFER**

Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.
- Employee shares program
- 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
- 2 paid volunteering days a year
- Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration
- Work from abro