Customer Service Agent (English) – Remote Night Shift

Über das Unternehmen

Zalando is Europe’s leading online platform for fashion and lifestyle. We bring head-to-toe fashion to more than 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, providing an inspiring shopping experience, seamless customer service, and sustainable solutions.

Stellenbeschreibung

We are seeking a dedicated and customer-focused individual to join our remote customer service team as an English-speaking Customer Service Agent for the night shift. In this role, you will be the first point of contact for our English-speaking customers, providing exceptional support and resolving inquiries related to orders, deliveries, returns, and product information. This is a crucial role for ensuring our customers receive outstanding service around the clock. This position is 100% remote, allowing you to work from the comfort of your home within Switzerland.

Hauptverantwortlichkeiten

• Handle incoming customer inquiries via phone, email, and chat during night shift hours (e.g., 10 PM – 7 AM local time).
• Provide accurate, valid, and complete information by using the right methods/tools.
• Process orders, manage returns, and assist with general account queries.
• Resolve customer complaints and issues efficiently and courteously, escalating when necessary.
• Maintain a high level of customer satisfaction and meet service level agreements (SLAs).
• Document all customer interactions and resolutions thoroughly in our CRM system.
• Collaborate with other departments to ensure a seamless customer experience.

Erforderliche Fähigkeiten

• Excellent written and verbal communication skills in English (C1/C2 level).
• Proven customer support experience, preferably in a remote setting.
• Strong active listening and problem-solving abilities.
• Ability to multi-task, prioritize, and manage time effectively.
• Proficiency with CRM systems and general computer applications.
• Reliable high-speed internet connection and a quiet home office environment.
• Ability to work independently and as part of a virtual team.

Bevorzugte Qualifikationen

• Experience in the e-commerce or retail industry.
• Familiarity with Zalando's products and services.
• Proficiency in an additional European language (e.g., German, French, Italian).
• Experience with night shift work patterns.

Vorteile & Zusatzleistungen

• Competitive annual salary and night shift premium.
• Comprehensive health and wellness programs.
• Employee discount on Zalando fashion.
• Flexible work-from-home policy.
• Opportunities for professional development and career growth.
• A vibrant and inclusive international team culture.
• Access to mental health support and resources.

Jetzt bewerben