French Customer Experience Agent
About Vintage.com
At Vintage.com, we’re building the most trusted platform for pre-loved items. We help people give valuable things a new life, making the experience simple, transparent and rewarding.
We bring together specialist knowledge, thoughtful technology and genuine care for our customers. By helping more items stay in circulation, we create value for people and make a positive impact at the same time.
About the Team
Our Customer Experience team supports Vintage.com customers across our European markets from our hub near Arnhem.
We’re the human side of the Vintage.com experience, helping customers throughout their journey with us across phone, email and digital channels. That could mean helping someone understand how our service works, keeping them updated about their items, answering a question or finding the right solution when something hasn’t gone to plan.
We work closely with Operations, our warehouse and teams across Vintage.com to make every customer journey as simple and joined-up as possible.
Why This Role Matters
Why the role exists
As a Customer Experience Agent, you’ll be one of the people our customers rely on throughout their journey with Vintage.com.
You’ll speak with customers across inbound, outbound and digital channels, helping them understand our service, answering questions, providing updates and resolving problems with care and confidence.
Some conversations will be straightforward. Others might involve a more complex issue or someone who needs reassurance before deciding what to do next. You’ll listen, understand what matters and take ownership of finding the right way forward.
This isn’t about reading from a script or moving as quickly as possible to the next conversation. It’s about combining brilliant customer service with good judgement, clear communication and the confidence to solve problems.
You’ll also see things others might not. Because you speak to our customers every day, your feedback will help us understand what’s working, what isn’t and where we can make the Vintage.com experience even better.
What success looks like
- 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.