French Customer Experience Agent

Jobtailor; Duiven; On-site; EUR 25,000 - 38,000; Full time

Job summary

Vintage.com is seeking a customer service-focused professional to support customers across phone, email, and digital channels in Netherlands. You will handle inquiries, provide clear next steps, and adapt communication to different customer situations.

The role emphasizes resolving complaints with professionalism, escalating when needed, and maintaining accurate records in digital systems while meeting service levels.

Qualifications

• Experience 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 to different customers.
• Confident handling difficult conversations and complaints calmly and constructively.
• Good judgement and problem-solving skills, with ownership of issues.
• Ability to work at pace while maintaining accuracy and attention to detail.
• Resilient and adaptable when priorities or processes change.
• Comfort with using digital systems and learning 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

• 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, investigate queries, and resolve issues fairly and professionally.
• Escalate issues when additional support is needed and keep customers informed.
• Manage workload across channels while maintaining quality and attention to detail.
• Meet agreed service levels, quality standards and customer experience measures.
• Keep accurate records and complete administration using digital systems.
• Work with Customer Experience, Operations, the warehouse and other teams.
• Share recurring customer feedback and contribute to continuous improvement.
• Be open to coaching and support new ways of working.

Skills

Customer service

Communication

Problem solving

Teamwork

Adaptability

Education

No qualifications required

Tools

CRM software

Digital platforms

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, investigate queries, and resolve issues fairly and professionally
• Escalate issues when additional support is needed and keep customers informed
• Manage workload across channels while maintaining quality and attention to detail
• Meet agreed service levels, quality standards and customer experience measures
• Keep accurate records and complete administration using digital systems
• Work with Customer Experience, Operations, the warehouse and other teams
• Share recurring customer feedback and contribute to continuous improvement
• Be open to coaching and support new ways of working

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. Exhibits a collaborative approach to customer service, ensuring a high-quality customer experience while managing workload across various digital systems.