Zalando Shakes Up Berlin Customer Service, Trims 450 Jobs
- Zalando reorganizes customer service, leaving 450 positions potentially impacted.
Hey there! Let's talk about some changes happening in the world of online fashion. Zalando, a popular outfit spot, is slashing around 450 jobs in good ol' Berlin. Yes, you heard it right! Why, you ask? Because they're revamping their customer service department, and the news was confirmed upon request. Previously, the "Berlin Morning Post" had the scoop.
So, what's the plan? Currently, the customer service is managed by three internal companies and external service providers. According to Zalando, they're going to shake things up by dismantling these internal services (which add up to 450 employees). Instead, by late summer, they'll establish a fresh internal outfit with roughly 200 new positions. This revamped team will tackle more challenging customer issues, such as those requiring extra investigation like fraud cases.
Meanwhile, the external service providers will stick around to handle the more basic inquiries, like tracking your order's whereabouts.
Zalando stated, "We've noticed our current customer service structure makes it hard to consistently meet our quality goals. We've held talks with our employees and reps to find the best solution – a team effort for sure!"
- Berlin
- Zalando
- Job Changes
- Customer Service Makeover
- 450 Job Cuts
- Restructuring
- Berlin Morning Post
Fun fact: Zalando reported a 4.2% sales increase in their 2024 fiscal year, reaching a mighty 10.5 billion euros! Despite this growth, they're keeping up with market challenges, like they always do, especially in light of earlier job cuts during slower periods.
- In response to the confirmed news from Berlin Morning Post, Zalando, a renowned online fashion retailer, plans to restructure its customer service team based in Berlin.
- The restructuring will lead to the elimination of approximately 450 jobs from three internal companies currently managing customer service, with the aim of establishing a streamlined internal outfit focused on handling complex customer issues.
- External service providers will continue to handle more basic inquiries, such as order tracking, as part of Zalando's customer service revamp.
