Customer Support Chat Agent (English) – WFH

About the Company

Zalando is Europe’s leading online platform for fashion and lifestyle, connecting customers, brands, and partners in 25 markets. We are driven by a passion for fashion and technology, continuously innovating to provide an unparalleled shopping experience. Our diverse teams work collaboratively to challenge conventions and set new standards in e-commerce, ensuring our customers always find what they love.

Job Description

Join Zalando as a Customer Support Chat Agent and be the first point of contact for our English-speaking customers! In this 100% remote role, you will provide excellent support via chat, assisting with orders, deliveries, returns, and general inquiries. You’ll be a brand ambassador, ensuring a positive and seamless experience for every customer. We are looking for empathetic and solution-oriented individuals who thrive in a fast-paced, digital environment.

Key Responsibilities

  • Provide exceptional customer support through live chat, addressing inquiries and resolving issues efficiently.
  • Assist customers with order placement, tracking, modifications, and cancellations.
  • Guide customers through return and exchange processes, ensuring clear communication and satisfaction.
  • Troubleshoot common website and app issues, offering clear and concise solutions.
  • Maintain accurate and detailed records of all customer interactions in our CRM system.
  • Collaborate with internal teams to escalate complex issues and ensure timely resolution.
  • Adhere to company policies and procedures to uphold service quality and brand standards.

Required Skills

  • Fluent written and verbal communication skills in English.
  • Strong typing speed and accuracy.
  • Excellent problem-solving abilities and a proactive approach to customer service.
  • Ability to multitask and manage multiple chat conversations simultaneously.
  • Proficiency in using web browsers and basic computer applications.
  • High level of empathy and patience when interacting with customers.
  • Reliable internet connection and a dedicated quiet workspace for remote work.

Preferred Qualifications

  • Previous experience in a customer service or chat support role.
  • Familiarity with e-commerce platforms and online retail processes.
  • Experience with CRM software (e.g., Salesforce, Zendesk).
  • Knowledge of other European languages (e.g., German, French, Italian) is a plus.

Perks & Benefits

  • Competitive annual salary.
  • 100% remote work flexibility, saving commute time and costs.
  • Comprehensive training and continuous professional development opportunities.
  • Access to exclusive Zalando employee discounts.
  • A supportive and collaborative team environment.
  • Opportunities for career growth within a leading international e-commerce company.
  • Hardware provided for remote work setup.
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