Customer Experience Agent - German Speaking (CEC)

Department: Customer Engagement

Employment Type: Full Time

Location: Duiven, Netherlands

Compensation: €2,500 - €2,700 / month

Description

• 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.

• 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.

• 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

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

• 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

• 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.

• 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