Remote Customer Service – Evening & Weekend Shifts

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About the Company

Zalando SE is Europe’s leading online platform for fashion and lifestyle. We bring head-to-toe fashion to almost 50 million active customers across 25 markets, offering a wide assortment of clothing, footwear, accessories, and beauty products. Our mission is to re-imagine fashion for the good of all, and exceptional customer service is at the heart of our operations.

Job Description

Join Zalando SE as a Remote Customer Service Representative, specializing in evening and weekend shifts, and become an essential part of our mission to deliver outstanding service to our fashion-loving customers. In this 100% remote role, you will be the first point of contact for customer inquiries, providing support via phone, email, and chat. Your empathetic approach and problem-solving skills will ensure a seamless and positive experience for every customer, making their fashion journey enjoyable and hassle-free. This position is perfect for individuals who thrive in a flexible, home-based environment and are available during non-standard business hours to support our diverse European customer base.

Key Responsibilities

  • Respond promptly and professionally to customer inquiries through various channels (phone, email, chat) during evening and weekend shifts.
  • Provide accurate information regarding orders, products, deliveries, returns, and payments.
  • Resolve customer issues and complaints efficiently and with a positive attitude.
  • Escalate complex issues to the appropriate internal teams when necessary.
  • Document all customer interactions and resolutions accurately in the CRM system.
  • Contribute to a positive team environment, even in a remote setting.
  • Stay up-to-date with Zalando's products, services, and policies.

Required Skills

  • Excellent verbal and written communication skills in English and German (B2 level or higher).
  • Strong active listening and problem-solving abilities.
  • Ability to work independently and manage time effectively in a remote environment.
  • Proficiency with basic computer applications and willingness to learn new software.
  • Reliable high-speed internet connection and a quiet home office setup.
  • Availability to work consistent evening and weekend shifts.

Preferred Qualifications

  • Previous experience in a remote customer service or call center role.
  • Proficiency in additional European languages (e.g., French, Dutch, Polish, Spanish).
  • Familiarity with CRM software (e.g., Salesforce, Zendesk).
  • Experience in the e-commerce or fashion industry.

Perks & Benefits

  • Competitive hourly wage with potential for performance bonuses.
  • Flexible work schedule tailored for evening and weekend availability.
  • Comprehensive remote onboarding and training program.
  • Opportunities for career development and growth within Zalando.
  • Employee discount on Zalando's extensive fashion range.
  • Access to mental health and well-being programs.
  • A supportive and diverse international team culture.
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