Vintage Cash Cow
Dutch Customer Experience Agent
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Dutch Customer Experience Agent
Department: Customer Experience Employment Type: Full Time Location: Trimble Offices, Morley
Description
About the team:
We are incredibly excited to bring our hugely successful UK business, Vintage Cash Cow, to Europe! We are building our vibrant European sister company, Arcavindi, from a fantastic location just 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 drive this incredible growth, we are looking for 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 revolutionise the way people buy and sell vintage, valuable, and truly unique items. We are united in our commitment to creating fantastic customer journeys.
About the role:
As a Customer Experience Agent, you are the voice of Arcavindi across multiple channels, ensuring every customer feels heard, supported, and valued. This hybrid role combines online communication, customer service, complaint handling, and purchasing responsibilities – giving you the opportunity to develop a broad skillset while directly shaping the customer journey.
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You will handle high volumes of inbound and outbound queries via phone, email, WhatsApp, webchat, and social media, guiding customers through their journey with us. Some calls will involve empathetically resolving complaints, while others will focus on building trust during the purchasing process. Every day will be different, and you will play a key role in building Arcavindi’s reputation across Europe.
Key Responsibilities
Key Goals and Objectives:
- Deliver outstanding customer service and communication across all channels.
- Handle complaints professionally, empathetically, and in line with policy.
- Support sales and purchasing conversations, contributing to growth objectives.
- 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 flexible team culture.
Key Responsibilities:
- Respond to inbound queries via phone, email, SMS, WhatsApp, webchat, and social media.
- Handle outbound calls, including welcome calls, collections, and customer updates.
- Manage complaints by investigating issues, resolving them swiftly, and keeping customers informed.
- Support the purchasing process, overcoming objections and helping customers feel confident.
- Accurately log interactions, maintain systems, and complete administrative tasks.
- Liaise with internal teams to deliver smooth handovers and coordinated customer service.
- Contribute to continuous improvement by suggesting refinements to processes.
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Essential Skills and 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 purchasing, sales, or complaint handling.
- Ability to adapt quickly in a fast-growing scale-up environment.
- Experience working within businesses with operational warehouses or physical products.
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