As part of a significant operational revamp, Zalando, one of the biggest online fashion retailers in Europe, has revealed plans to eliminate 450 customer support positions in Berlin. According to a source, by the end of the summer, a new internal structure would be implemented.
Currently, Zalando uses a number of outside vendors in addition to three internal teams to handle customer service. The corporation intends to create a new centralised division and eliminate its internal departments, which will affect some 450 people, according to media reports. Zalando will allow impacted employees to apply for about 200 new roles under this arrangement.
Complex customer concerns, especially fraud instances involving third-party vendors, will be the team’s primary focus after restructuring. Zalando will keep using outside partners to handle routine enquiries, such delivery tracking.
Zalando’s management stated that the existing customer service structure was making it challenging to consistently maintain quality standards. The company has begun discussions with employees and their representatives to work toward a mutually agreeable solution.
