Senior Specialist CuEx Operations

THE ROLE AND THE TEAM

The Customer Experience team acts as a vital bridge between Customer Support Stakeholders (e.g. Customer Care (CuCa)) and Zalando Payments, ensuring smooth Payments Operations and resolving complex payment-related issues that directly impact customer satisfaction.

As a (Senior) Specialist, you will be instrumental in providing back-office support to Customer Care (CuCa). Your primary focus will be on resolving complex payment issues and championing continuous process improvements, all while ensuring solutions are customer-friendly and align with Zalando's payment processes. This role is ideal for a proactive problem-solver with a passion for quality and efficiency in a collaborative environment. You will develop expertise in dispute management, stakeholder collaboration, and operational excellence, taking ownership of initiatives that enhance the customer journey.

At ZPS, our mission is to provide a seamless, secure, and efficient payment experience that maximizes customer satisfaction and drives business success. We are committed to championing our customers while maintaining operational excellence across all ZPS payment processes. By ensuring frictionless transactions and improving conversion rates, we strengthen the payment journey and serve as a vital link between Zalando Customer Care, Zalando SE Finance and Zalando Payments.

INCLUSIVE BY DESIGN

If you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles

At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce – one that thrives on diversity and is truly inclusive by design. We believe that diverse teams fuel innovation and creativity, and we actively seek out talent from all backgrounds.

We actively seek to reduce bias in our hiring and employment processes, focusing on your qualifications, skills, and contributions. To support this, we kindly ask that you refrain from including personal details such as your photo, age, or marital status in your CV, ensuring a fair and equitable evaluation based solely on your abilities and potential.

We are committed to providing an exceptional and accessible candidate experience for everyone. If you require any accommodations to support you throughout the hiring process, please let us know – we are here to assist you.

Discover more about our commitment to creating a diverse and inclusive workplace:

WHAT WE'D LOVE YOU TO DO

• You'll support Customer Care with the resolution of customer cases around payment topics through  backoffice communication.

• You'll manage bank requests and disputes with external payment providers like PayPal and Klarna, having a direct impact on our cost line by minimizing financial losses.

• You'll focus on customer experience by finding proactive solutions through investigation and processing of failed refunds and overpayments and support with incident cleanups.

• You'll act as a central knowledge resource for our CuCa and ZPS teams, supporting the implementation of process changes, launches of new payment methods, and markets.

• You'll drive operational excellence by questioning the status quo, providing insights for process optimization, and supporting the implementing process improvements.

• You'll collaborate effectively within the team, offering support and guidance where needed to achieve shared goals.

WE'D LOVE TO MEET YOU IF

• You have experience in a relevant field, with a background in customer service being a plus.

• You are independent, hands-on, and thrive in a collaborative team environment.

• You consistently demonstrate a customer-centric approach, have a solution-oriented mindset and proactively identify areas for continuous improvement.

• You are a team player who enjoys interacting with colleagues and communicates clearly and constructively, building strong collaborative relationships 

• You excel in an environment with fluctuating workload, adept at prioritizing and balancing daily operational tasks with supporting optimization initiatives and projects.

• You keep an open mind and are adaptable to change, contributing to the success of the team in an ever-changing environment.

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.

• 27 days of holiday a year to start for full-time employees

• 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 abroad for up to 30 working days a year

• Employee shares program

• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners

• Relocation assistance available (subject to prior agreement)

• Family services, including counseling and support

• Health and wellbeing options (including Wellhub, formerly Gympass)

• Mental health support and coaching available

• Drive your development through our training platform and biannual peer-to-peer review