More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

We are looking for a passionate team player with customer care, and marketplace experience within e-commerce area to join our zooplus Global Customer Care team in Kraków.  

This role acts as a liaison between marketplace stakeholders, monitors key performance indicators (KPIs), gathers voice of the customer insights, handles customer escalations, and ensures the scalability of Customer Care support for third-party (3P) sellers.

If you have customer centric attitude, you navigate swiftly across different departments and stakeholders and you drive excellent performance through positive collaboration this role is for you!

What you will do:

• Lead the design and implementation of Customer Care processes specific to Marketplace sales channels, ensuring alignment with goals and standards.
• Act as the main point of contact for Marketplace stakeholders, including Business, Product, IT, and external consultants, to facilitate effective communication and collaboration.
• Continuously monitor and analyse Customer Care KPIs related to the Marketplace, identifying areas for improvement and optimisation.
• Gather and analyse Voice of the Customer insights specific to the Marketplace, providing valuable feedback to improve customer experiences.
• Handle customer escalations originating from 3P sellers on the Marketplace, ensuring timely and satisfactory resolutions.
• Drive further development of 3P-related processes, refining and expanding support capabilities to accommodate the scalability of the Marketplace.
• Forecast and track incoming volumes trends and profits within Customer Care channels. Cooperate with Customer Care Managers to ensure relevant resources allocation.

• Bachelor’s degree in Business, Marketing, or a related field.
• Background and proven experience in e-commerce, customer service (B2C and B2B) and marketplace management.
• Excellent communication and interpersonal skills.
• Strong analytical skills.
• Ability to motivate teams, change advocate.
• Ability to successfully collaborate within cross-functional teams.
• Results driven mindset with a focus on achieving and exceeding targets.
• Problem-solving aptitude and ability to handle escalations effectively.
• Able to handle challenges with grace and determination.
• Familiarity with Customer Care channels, CRM systems, sales and marketplace management technologies.
• Willing to travel.

With more than 1,000 passionate professionals located across 10 European offices, we believe our success comes from working together and leveraging our international strengths. Expect to work in a hybrid environment, collaborating with colleagues in different locations remotely.

Our benefits:
🐾 20% discount in our zooplus shop
📖 Internal and external training
🎈 Team events
#LI-Hybrid✈️ Two extra vacation days and days off on 24th and 31st of December
🩺 Private medical care and life insurance
🍽️ Multicafeteria system including Multisport card

Want to know more? Learn more about who we are and what we do and visit our LinkedIn company profile.

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.