German Customer Experience Agent

• 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.

Customer conversations

• Support customers across phone, email and digital channels throughout their journey with Vintage.com.
• 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.
  
  

Problem solving and complaints

• 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 customers informed while issues are being investigated so they always understand what happens next.
  
  

Customer journey and performance

• Manage your workload across different customer channels while maintaining quality and attention to detail.
• Work towards agreed service levels, quality standards and customer experience measures.
• Keep accurate records of customer conversations and actions so colleagues have the information they need.
• Use our systems confidently and complete the administration needed to keep customer journeys moving.
• Balance pace and productivity with doing the right thing for the customer.
  
  

Teamwork and continuous improvement

• Work closely with your Team Lead and colleagues to share information, solve problems and support team priorities.
• Partner with Operations, our warehouse and other teams when a customer issue crosses different parts of Vintage.com.
• Share recurring customer feedback, problems and themes that could help us improve our service.
• Be open to coaching and feedback and use it to continuously develop your performance.
• Support new ways of working and contribute ideas that could make things simpler for customers and colleagues.

Essential

• Experience working with customers in a customer service, contact centre, sales, retail, hospitality or other customer-facing environment.
• Strong verbal and written communication skills, with the ability to explain things clearly and adapt your approach to different customers.
• Confidence having difficult conversations and handling complaints or objections calmly and constructively.
• Good judgement and problem-solving skills, with the confidence to take ownership rather than simply pass problems on.
• The ability to work at pace while maintaining accuracy, quality and attention to detail.
• A resilient and adaptable approach when priorities, customer needs or ways of working change.
• Confidence using digital systems and the ability to learn new tools quickly.
• A collaborative approach and willingness to work across teams to find the right outcome.
• Genuine care for delivering a brilliant customer experience.
  
  

Helpful

• A background in contact centre or high-volume customer service.
• Confidence supporting customers across both inbound and outbound conversations.
• Familiarity with phone, email, webchat, WhatsApp or other digital customer channels.
• Exposure to sales, buying, retention or objection handling.
• Comfortable handling complaints or more complex customer cases.
• Familiarity with CRM or customer service platforms.
• An understanding of warehouse or operational environments, particularly where physical products are involved.
• A track record of contributing ideas and improving the way things are done. 
  
  

Qualifications

Living Our Values

• Put the customer at the heart of every conversation and take ownership of helping them find the right way forward.
• Communicate with clarity, care and empathy, particularly when a customer is worried, disappointed or frustrated.
• Treat every customer and colleague with respect and adapt your approach to the person and situation.
• Be curious when something doesn’t look right and ask questions rather than making assumptions.
• Use feedback as an opportunity to learn and get better.
• Share what you’re hearing from customers so we can improve the experience for everyone.
• Work openly with Customer Experience, Operations and the warehouse rather than passing problems between teams.
• Speak up when you see an opportunity to make things simpler or better for our customers and colleagues.