Team Lead Customer Care in Berlin (Germany)

Where: Berlin (Germany)

Extent of Work: Full Time, Fixed Term

Click here to apply in English



Our Customer Care team assists fashion lovers shopping with us at Zalando. Our goal to create the perfect shopping experience for our international customers. No matter if a customer is looking for advice pre- or post- purchase we provide support via phone and email. As for quality, we set high standards Zalando is the number one online fashion retailer and we believe that we are the best customer care for fashion eCommerce.


We are looking for a Team Lead for our Italian team on an interim basis until October 2019.





    • Be part of a great team at one of the biggest success stories in e-commerce. When you join, you can expect to become part of a diverse and ambitious team. You will work in a flat hierarchy in a truly international environment at our call centre in the heart of Berlin.


    • We offer training and further development opportunities to expand your skills and help you grow in your role and within the business.


    • You can expect a great salary as well as benefits. How about 40% discount on our online shop, contributions for the public transport in Berlin, free fruit and drinks each day, parties and team events to name just a few?






    • You are responsible for the Italian Team.


    • You will support and guide them using coaching’s, regular meetings and target agreements.


    • Regarding the controlling of your team goals, you will use reports in the supervision of Key Performance Indicators. You’re responsible for the flow of information within your team and the next level supervisor.


    • Our customers are at the heart of everything we do. You will balance service level alongside daily tasks within your team to keep the customers #1.






    • You are fluent in Italian and your written and spoken skills in English are excellent. Like us, you are open minded and friendly!


    • You have experience in Team Management, ideally in a Customer Service environment. HR experience and personal planning is also a plus.


    • Working under pressure doesn’t stress you out and you show a strong team player mentality.


    • Feedback is important to us here at Zalando. You’re able to give and receive it, working on your own personal areas of development-with support from us of course!


    • As you will be managing reports regarding Key Performance Indicators, you possess a great knowledge of MS Office (especially Excel)


  • Multi-tasking and organisation are key. You take responsibility each day for yourself and your team.

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