Customer Experience Agent

Jobtailor; Duiven; On-site; EUR 26,000 - 38,000; Full time

Job summary

Vintage.com is seeking a customer experience specialist to support customers across phone, email, and digital channels. You will address queries, provide updates, and guide customers through the next steps with clarity and empathy.

You will investigate issues using available tools, keep customers informed during resolution, and collaborate with teams across the company to maintain high standards of service and continuous improvement.

Qualifications

• Experience working with customers in a customer service, contact centre, sales, retail, hospitality or other customer-facing environment.
• Strong verbal and written communication skills, with the ability to explain things clearly and adapt your approach to different customers.
• Confidence having difficult conversations and handling complaints or objections calmly and constructively.
• Good judgement and problem-solving skills, with the confidence to take ownership rather than simply pass problems on.
• Ability to work at pace while maintaining accuracy, quality and attention to detail.
• Resilient and adaptable approach when priorities, customer needs or ways of working change.
• Confidence using digital systems and ability to learn new tools quickly.
• Collaborative approach and willingness to work across teams.
• Genuine care for delivering a brilliant customer experience.
• No specific qualifications are required

Responsibilities

• Assist customers across phone, email and digital channels throughout their journey.
• Explain the service and next steps clearly.
• Handle complaints and difficult conversations, resolving issues fairly and professionally.
• Investigate customer queries using available information and systems.
• Escalate issues when additional support is needed.
• Keep customers informed while issues are investigated.
• Manage workload across channels while maintaining quality and attention to detail.
• Meet agreed service levels, quality standards and customer experience measures.
• Keep accurate records of customer conversations and actions.
• Work with the Team Lead, Customer Experience, Operations, warehouse and other teams.
• Share recurring customer feedback and contribute to continuous improvement.

Skills

Customer service

Verbal and written communication

Problem solving

Attention to detail

Adaptability

Collaboration

Judgment

Resilience

Digital systems proficiency

Multichannel support

Job description

Support customers across phone, email and digital channels throughout their journey with Vintage.com
Handle inbound and outbound conversations, including customer queries, updates and follow-ups
Explain the service and next steps clearly
Adapt communication to different customers and situations
Handle complaints and difficult conversations, resolving issues fairly and professionally
Investigate customer queries using available information and systems
Escalate issues when additional support is needed
Keep customers informed while issues are investigated
Manage workload across channels while maintaining quality and attention to detail
Meet agreed service levels, quality standards and customer experience measures
Keep accurate records of customer conversations and actions
Use systems confidently and complete necessary administration
Work with the Team Lead, Customer Experience, Operations, warehouse and other teams
Share recurring customer feedback and contribute to continuous improvement

Requirements

• Experience working with customers in a customer service, contact centre, sales, retail, hospitality or other customer-facing environment
• Strong verbal and written communication skills, with the ability to explain things clearly and adapt your approach to different customers
• Confidence having difficult conversations and handling complaints or objections calmly and constructively
• Good judgement and problem-solving skills, with the confidence to take ownership rather than simply pass problems on
• Ability to work at pace while maintaining accuracy, quality and attention to detail
• Resilient and adaptable approach when priorities, customer needs or ways of working change
• Confidence using digital systems and ability to learn new tools quickly
• Collaborative approach and willingness to work across teams
• Genuine care for delivering a brilliant customer experience
• No specific qualifications are required

Core Competencies

Demonstrates strong verbal and written communication skills, with the ability to handle difficult conversations and complaints effectively. Proven experience in customer service environments, showcasing problem-solving abilities and a commitment to delivering exceptional customer experiences.

Highest-signal resume keywords

• Customer Service Experience
• Verbal And Written Communication Skills
• Problem-Solving Skills
• Attention To Detail
• Digital Systems Proficiency

Soft Skills

• Adaptability
• Resilience
• Collaboration
• Judgment

Industry Keywords

• Customer Experience
• Contact Centre
• Customer Queries
• Complaint Handling
• Quality Standards