Senior Specialist CuEx Operations (all genders)

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 Zalandos 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 dont 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 : WED LOVE YOU TO DO

• Youll support Customer Care with the resolution of customer cases around payment topics through backoffice communication.
• Youll 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.
• Youll focus on customer experience by finding proactive solutions through investigation and processing of failed refunds and overpayments and support with incident cleanups.
• Youll 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.
• Youll drive operational excellence by questioning the status quo providing insights for process optimization and supporting the implementing process improvements.
• Youll collaborate effectively within the team offering support and guidance where needed to achieve shared goals.

WED 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 heres 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

— Required Experience: Senior IC —

Key Skills

• Financial Services
• Information Technology
• Cost Control
• Corporate Risk Management
• Law

Employment Type : Full-Time

Experience : years

Vacancy : 1