Customer Experience Agent

1 day ago

Leeds, Leeds, United Kingdom Vintage Cash Cow & Arcavindi Full time £25,000 - £28,000
Customer Experience Agent - Dutch Speaking (CEC)

Department: Customer Engagement

Employment Type: Full Time

Location: Trimble Offices, Morley

Compensation: £25,000 - £28,000 / year


Description About the team: We're incredibly excited to bring our hugely successful UK business, Vintage Cash Cow, to Europe We're building our vibrant European sister company, Arcavindi, from an amazing hub right outside Arnhem. This dynamic warehouse will be the heart of our operations, processing and  fulfilling orders for the Netherlands, Germany, Belgium, Italy, Spain, and France. To fuel this incredible growth, we're seeking passionate and inspiring individuals to join our expanding teams across the business.
At Arcavindi, every employee contributes to delivering exceptional customer experiences and supporting our mission to revolutionize the way people buy and sell vintage, valuable, and truly unique items. We are united in our dedication to creating fantastic journeys for our customers.
About the role:
As a Customer Experience Agent - Dutch Speaking, you'll be the voice of Arcavindi across multiple channels, ensuring every customer feels heard, supported, and valued. This hybrid role brings together online communications, customer service, complaint handling, and buying responsibilities — giving you the chance to develop a broad skill set while directly shaping the customer journey.


You'll handle high volumes of inbound and outbound queries across phone, email, WhatsApp, webchat, and social media, guiding customers through their journey with us. Some conversations will involve resolving complaints with empathy, while others will focus on building trust during the buying process. Every day will be different, and you'll play a key role in building Arcavindi's reputation across Europe.


Getting Started...
  • Learn our tone of voice, systems, and customer service processes
  • Shadow experienced colleagues to understand customer journeys and best practices.
  • Gain confidence handling a variety of customer queries across multiple channels.

Establishing Your Impact…
  • Independently manage customer conversations with professionalism, speed, and empathy.
  • Resolve queries and complaints fairly and consistently, meeting quality standards.
  • Support customers during the buying process, explaining next steps and overcoming objections.
  • Build trust through accurate, timely, and clear communication.

Driving Excellence…
  • Take ownership of complex cases and collaborate with colleagues to resolve them smoothly.
  • Consistently exceed KPIs for quality, efficiency, and customer satisfaction.
  • Share feedback and ideas to improve processes, training, and workflows.
  • Act as an ambassador for our values — Caring, Responsible, Innovative — in every interaction.

Key Responsibilities Key Goals & Objectives:
  • Deliver excellent customer service and communication across all channels to our Dutch speaking customers.
  • Handle complaints with professionalism, empathy, and adherence to policy.
  • Support sales and buying conversations, contributing to growth targets.
  • Meet and exceed KPIs for response times, resolution rates, and customer satisfaction.
  • Collaborate effectively with colleagues to ensure a seamless customer journey.
  • Contribute to building a high-performing, supportive, and adaptable team culture.

Key Responsibilities:
  • Respond to inbound queries via phone, email, SMS, WhatsApp, webchat, and social media.
  • Handle outbound calls, including welcomes, collections, and customer updates.
  • Manage complaints by investigating issues, resolving them promptly, and keeping customers informed.
  • Support the buying process, overcoming objections and helping customers feel confident.
  • Accurately record interactions, maintain systems, and complete admin tasks.
  • Liaise with internal teams to deliver smooth handovers and joined-up customer care.
  • Contribute to continuous improvement by suggesting ways to refine processes.

Skills, Knowledge and Expertise Essential Skills & Experience:
  • Proven experience in customer service, contact centres, or sales environments.
  • Excellent verbal and written communication skills, with empathy and clarity.
  • Strong problem-solving skills with resilience under pressure.
  • Confidence in handling objections and complaints fairly and constructively.
  • Ability to balance speed with accuracy and quality.
  • Organised and able to manage multiple priorities.
  • Comfortable using CRM systems and digital communication platforms.
  • Team-oriented mindset with a proactive, solutions-focused approach.

Desirable Skills and Experience
  • Background in buying, sales, or complaint resolution.
  • Ability to adapt quickly in a fast-growing scale-up environment.
  • Experience working in businesses with operational warehouses or physical products.

Equal Opportunities At Arcavindi, we are committed to fostering an inclusive environment where everyone feels heard, valued, respected and empowered to bring their authentic self to work. We believe that diversity drives innovation, creativity and success. 
We welcome applicants from all backgrounds, perspectives and experiences, and we strive to create equitable opportunities for all. Together, we're building a culture that celebrates individuality and champions equity at every level of our organisation. 
If you're excited about this role, but don't tick every box, we still encourage you to apply. Your unique skills and experiences might be just what we're looking for now or in the future. 
If you need adjustments or accommodations during the hiring process, please reach out to us and we will do our best to support you. 

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