THE ROLE & THE TEAM

As a Customer Relations Expert, you’ll go beyond frontline support to own the resolution of our most complex and sensitive customer cases. This is not just a contact-handling role — it’s a critical position at the intersection of customer experience, quality assurance, and continuous improvement. You’ll take the lead on escalated and complex cases, often working outside of standard guidelines to deliver fair, brand-aligned resolutions through close collaboration with internal teams like Legal, Logistics, Payments, and CXM Quality, as well as with our external service providers.
Your focus will be twofold: delivering meaningful outcomes for customers, and driving quality across our operations. This includes in-depth case investigations, reviewing past interactions, providing feedback to our service partners, and identifying opportunities to enhance processes and prevent future issues. If you’re empathetic, quality-driven, and thrive in ambiguity, this role offers the chance to make a tangible impact on both customer satisfaction and operational excellence.

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• Master of Resolution: Take ownership of complex and escalated customer contacts by meticulously reviewing case histories, conducting thorough investigations (often with cross-functional input), and driving high-quality resolutions — even when this means going beyond standard guidelines and processes.
• Guardian of Quality: Perform qualitative assessments of previous customer interactions, providing constructive feedback to our service provider specialists on all previous handlings in a case, to enhance service quality and consistency.
• Global Communicator: Support multiple markets simultaneously, including both your native language (leader) market and several other (challenger) markets, utilizing translation tools where necessary.
• Relationship Builder: Engage directly with customers through various channels (e.g., outbound calls, written communication) to de-escalate issues, build strong relationships, and prevent further escalations.
• Champion of Improvement: Actively contribute to optimizing customer service activities by identifying areas for enhancement and suggesting innovative solutions
• Brand Protector: Skillfully manage customer escalations that pose a high risk to our brand’s reputation, including those originating from social media, press inquiries, or directed to senior leadership.
• Collaborative Problem-Solver: Work effectively with internal departments (Payments, Logistics, Legal etc.) and external partners to gather information, align on solutions, and ensure a seamless customer experience.