German Customer Experience Agent

Jobtailor; Duiven; On-site; EUR 34,000 - 52,000; Full time

Benefits offered by this job

CRM platforms

Job summary

Vintage.com is seeking a customer experience specialist to support customers via phone, email and digital channels. You will handle inbound/outbound conversations, explain next steps clearly, and build trust with accurate and timely communication.

Responsibilities include investigating queries, escalating when needed, and maintaining records to ensure smooth customer journeys while meeting quality standards.

Qualifications

• Experience in customer service or other customer-facing environments.

Responsibilities

• Support customers across phone, email and digital channels throughout their journey.
• Handle inbound and outbound conversations, including queries, updates and follow-ups.
• Explain the service and next steps clearly, adapting communication to each customer.
• Build trust through accurate, timely and helpful communication.
• Investigate queries using available information and systems, resolving issues fairly.
• Determine when to escalate or seek additional support.
• Keep customers informed while issues are investigated.
• Meet service levels and quality standards.
• Maintain accurate records of conversations and actions.
• Use systems confidently and complete administration to move journeys forward.
• Work with Team Lead and other teams to solve problems and priorities.
• Share recurring feedback to improve services.

Skills

Customer service

Communication skills

Problem-solving

Digital channels

Ownership

Team collaboration

CRM familiarity

Tools

CRM platforms

Digital communication tools

Email

Webchat

WhatsApp

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, adapting communication to each customer and situation.
• Build trust through accurate, timely and genuinely helpful communication.
• Listen carefully to issues, understand customer needs and take ownership of complaints and difficult conversations.
• Investigate queries using available information and systems, resolving issues fairly and professionally.
• Determine when to resolve issues independently and when escalation or additional support is needed.
• Keep customers informed while issues are investigated.
• Manage workload across channels while maintaining quality, accuracy and attention to detail.
• Meet agreed service levels, quality standards and customer experience measures.
• Maintain accurate records of customer conversations and actions.
• Use systems confidently and complete administration to keep customer journeys moving.
• Work with the Team Lead, Customer Experience, Operations, warehouse and other teams to solve problems and support priorities.
• Share recurring customer feedback, problems and themes to improve services and customer journeys.
• Participate in coaching, feedback and continuous improvement initiatives.

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.
• The ability to work at pace while maintaining accuracy, quality and attention to detail.
• A resilient and adaptable approach when priorities, customer needs or ways of working change.
• Confidence using digital systems and the ability to learn new tools quickly.
• A collaborative approach and willingness to work across teams to find the right outcome.
• Genuine care for delivering a brilliant customer experience.
• No specific qualifications are required.
• Helpful: background in contact centre or high-volume customer service.
• Helpful: confidence supporting customers across inbound and outbound conversations.
• Helpful: familiarity with phone, email, webchat, WhatsApp or other digital customer channels.
• Helpful: exposure to sales, buying, retention or objection handling.
• Helpful: comfortable handling complaints or more complex customer cases.
• Helpful: familiarity with CRM or customer service platforms.
• Helpful: understanding of warehouse or operational environments, particularly where physical products are involved.
• Helpful: track record of contributing ideas and improving the way things are done.

Core Competencies

Demonstrates strong verbal and written communication skills, with the ability to adapt approaches for diverse customer needs. Proven experience in customer service environments, handling complaints, and maintaining high-quality standards while managing multiple digital communication channels.

Highest-signal resume keywords

• Customer Service Experience
• Verbal And Written Communication Skills
• Problem-Solving Skills
• Digital Systems Proficiency
• Collaboration Across Teams

ATS Optimization Keywords

Hard Skills

• Customer Service
• Complaint Handling
• Problem Resolution
• Attention To Detail
• Quality Assurance

Soft Skills

• Adaptability
• Resilience
• Empathy
• Judgment
• Ownership

Industry Keywords

• Contact Centre
• Customer Experience
• Inbound And Outbound Conversations
• Sales Support
• Operational Environments

Tools & Technologies

• CRM Platforms
• Digital Communication Tools
• Email
• Webchat
• WhatsApp