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Incident & Knowledge Manager (f/m/d)

Employer
Zalando
Location
Berlin
Closing date
28 Feb 2022

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Function
Customer Service
Level
Manager

Job Details

As Knowledge Manager (f/m/d) in our Customer Care Department you are responsible for coordination and communication across multiple teams in case of incidents affecting the Customer experience and for the optimization of internal processes and workflows for the internal information database. You also ensure that the Zalando Lounge Help Pages are being kept up to date, informative and customer friendly. The Incident & Knowledge Management Team is next to Quality and Training part of the Service Development Team in Customer Care Lounge.
WHERE YOUR EXPERTISE IS NEEDED
  • Ownership for the Customer Care service proposition for 3-5 markets and identifying optimization potentials, keeping in mind certain market specifics of different countries
  • Monitoring and reporting of incidents as well as the corresponding escalation; proactive communication with all relevant organizational interfaces
  • Creating & documenting customer facing processes and their transfer into knowledge base articles, work instructions and communication guidelines; development of knowledge management concepts for the sustainable ensurance of standards
  • Improving the customer experience by monitoring and enhancing the usability of Zalando Lounge Help Pages
WHAT WE’RE LOOKING FOR
  • Ideally a completed university degree and gathered first relevant work experience (ideally in Customer Care, Knowledge Management or other relevant field)
  • Analytical skills and strong interest in business processes along with excellent written and verbal communication skills in English and preferably another eastern European language (Czech, Slovakian, Lithuanian, Romanian)
  • Pronounced teamwork and social skills, in combination with a strong “Can do” attitude and entrepreneurship
  • Experience in information processing with electronic media; dealing with Salesforce, Pigeon, Jira, Contentful is beneficial
PERKS AT WORK
  • A workplace run on trust, empowerment and feedback; positive, inspiring working atmosphere
  • Competitive salary, employee share shop, 40% Zalando shopping discount, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off and health offerings
  • Mentoring and personal development opportunities and an international team of experts

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.
ABOUT ZALANDO LOUNGE
Zalando Lounge is an online shopping club for fashion and lifestyle products in 14 countries. We offer our members daily, time-limited sale campaigns with discounts of up to 75% off the recommended retail price. Our strength lies in our focus on fashion: from sought-after labels to niche brands - we make sure to meet the fashion taste of all our customers. Working with our brand partners, we pioneer innovative supply-chain and production processes, and offer them an impactful and smart solution, creating a new way to shop for fashion - and a new way to sell it.

Please note that all applications must be completed using the online form - we do not accept applications via email.

Company

Zalando is Europe’s leading online platform for fashion and lifestyle. Founded in Berlin in 2008, we bring head-to-toe fashion to 35 million active customers in 17 markets, offering clothing, footwear, accessories and beauty from over 3,000 international brands.

Our platform is a one-stop fashion destination for inspiration, innovation and interaction. As Europe’s most fashionable tech company, we work hard to find digital solutions for every aspect of the fashion journey: for our customers, partners and every valuable player in the Zalando story.

Our goal is to become the starting point for fashion. We focus on the fashion industry and therefore operate in a variety of business areas.

  • Fashion Store
    Zalando online shops are tailored to local customers’ needs in 17 different European markets. The range extends from renowned global brands and fast fashion to local brands and is supplemented by our private labels.
     
  • Offprice
    The Offprice business of Zalando serves the sale of previous season’s assortments. As part of a shopping club, the Zalando Lounge offers registered members exclusive sales campaigns at discounted prices.
     
  • Zalando's Private Labels
    Zalando’s private label assortment includes shoes, clothing and accessories for women, men and children. With a total of six private labels, Zalando creates its own products, covering the entire value chain from design to sales.
     
  • Zalon
    Zalon is our style advice service, via which customers can consult and get inspiration from selected stylists regarding individualized purchases.
     
  • Zalando Marketing Services
    The entirety of Zalando’s expertise and scope is bundled in Zalando Marketing Services, which now offers personalized marketing solutions for our brand partners.
     
  • Zalando Fulfilment Solutions
    Zalando makes its own logistics capabilities available to external partners, so they do not have to be concerned with infrastructure issues but can concentrate fully on their core competence in the fashion business.
     
  • Zalando Partner Services
    Zalando helps other players in the industry to be successful in the digital world. For example, by connecting warehouse stocks with multiple retailers, by digitizing processes involved in fashion wholesale and by integrating offline businesses into our Zalando platform.


With a strong workforce of around 14,000 employees of over 130 different nationalities, Zalando unites diverse people, capabilities and concepts. Consolidating our effort and ideas scales our impact as an innovator in Fashion, Technology, Digital Marketing and Logistics Operations.

Company info
Website
Telephone
+49 (0)30 2759 4693
Location
Zalando SE
Valeska-Gert-Straße 5
Berlin
Germany
10243
Germany

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