Customer Experience Agent - Spanish Speaking (CEC)

Department: Customer Experience

Employment Type: Full Time

Location: Duiven, Netherlands

Description

About the role: As a Customer Experience Agent - Spanish 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.

Key Responsibilities

Key Goals & Objectives:

• Deliver excellent customer service and communication across all channels to our Italian 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.

🇳🇱 Our Benefits (Netherlands)

• 25 days paid holiday per year (24 days plus 1 life-event day)
• 8% holiday allowance (vakantiegeld), paid annually in May
• All Dutch public holidays, including King’s Day and Liberation Day (where applicable)
• Access to all statutory Dutch leave under the Work and Care Act (WAZO), including parental and care leave

• Competitive salary based on a 40-hour work week
• Participation in the Dutch pension scheme (Pensioenfonds Detailhandel)
• Commuting allowance of €0.23 per kilometre (tax-free maximum)

• Lunch provided during working days
• A supportive, people-first working environment
• Access to Alleo, a benefits and wellbeing platform offering discounts, perks, and wellbeing support

• Company laptop provided (where applicable)
• Phone costs reimbursed up to €40 per month (where applicable)
• Reimbursement of reasonable business expenses

• Be part of a fast-growing, globally expanding business
• Opportunities to collaborate with and work alongside our UK team
• Exposure to — and potential involvement in — new international markets as we continue to grow