German Customer Experience Agent

German Customer Experience Agent

Department: EU Customer Experience

Employment Type: Full Time

Location: Duiven, Netherlands

Reporting To: German Cx Team Lead

Compensation: €34,128 / year

About

At , we’re building the most trusted platform for pre-loved items. We help people give valuable things a new life, making the experience simple, transparent and rewarding.

We bring together specialist knowledge, thoughtful technology and genuine care for our customers. By helping more items stay in circulation, we create value for people and make a positive impact at the same time.

About the Team

Our Customer Experience team supports  customers across our European markets from our hub near Arnhem.

We’re the human side of the  experience, helping customers throughout their journey with us across phone, email and digital channels. That could mean helping someone understand how our service works, keeping them updated about their items, answering a question or finding the right solution when something hasn’t gone to plan.

We work closely with Operations, our warehouse and teams across  to make every customer journey as simple and joined-up as possible.

Why the role exists

As a Customer Experience Agent, you’ll be one of the people our customers rely on throughout their journey with

You’ll speak with customers across inbound, outbound and digital channels, helping them understand our service, answering questions, providing updates and resolving problems with care and confidence.

Some conversations will be straightforward. Others might involve a more complex issue or someone who needs reassurance before deciding what to do next. You’ll listen, understand what matters and take ownership of finding the right way forward.

This isn’t about reading from a script or moving as quickly as possible to the next conversation. It’s about combining brilliant customer service with good judgement, clear communication and the confidence to solve problems.

You’ll also see things others might not. Because you speak to our customers every day, your feedback will help us understand what’s working, what isn’t and where we can make the  experience even better.

• Deliver consistently brilliant customer experiences across every channel you support.
• Resolve customer questions and concerns accurately, fairly and wherever possible at the first point of contact.
• Build trust through clear, helpful and timely communication.
• Meet agreed service levels, quality standards and performance measures without compromising the customer experience.
• Take ownership of customer issues and follow them through to the right resolution.
• Work effectively with colleagues across Customer Experience, Operations and the warehouse to create joined-up customer journeys.
• Use customer feedback and recurring themes to help us improve how we work.

• Support customers across phone, email and digital channels throughout their journey with
• Handle both inbound and outbound conversations, including customer queries, updates and follow-ups.
• Explain our service and next steps clearly, making sure customers know what to expect.
• Adapt your communication to the customer and situation rather than taking a one-size-fits-all approach.
• Build trust through accurate, timely and genuinely helpful communication.

• Listen carefully when something hasn’t gone to plan and understand what the customer really needs.
• Take ownership of complaints and more difficult conversations, resolving issues fairly and professionally.
• Investigate customer queries using the information and systems available to you rather than simply passing problems elsewhere.
• Know when you can resolve something yourself and when additional support or escalation is needed.
• Keep…