Hybrid Customer Experience Agent, Italian Speaking

at Vintage Cash Cow

• Job title: Customer Experience Agent, Italian Speaking
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: €2,500 - €2,700 per month
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Duiven, Netherlands

About the role

• Customer Experience Agent handling inquiries from Italian-speaking customers via phone, email, and social media. Resolving complaints and supporting buying processes in a customer-centric role.

Responsibilities

• 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.
• 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.

Requirements

• 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 (desirable).
• Ability to adapt quickly in a fast-growing scale-up environment (desirable).
• Experience working in businesses with operational warehouses or physical products (desirable).

Benefits

• 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
• 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