Customer Experience Specialist: Calm, Clear Support

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

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.