Customer Experience Agent, Vintage Cash Cow

• 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

• As a Customer Experience Agent - German 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
• 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
• Act as an ambassador for our values — Caring, Responsible, Innovative — in every interaction
• 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

• Applied
• Review
• Initial Screening