{"id":650813,"url":"https://alion.io/job/vintage-german-customer-experience-agent","title":"German Customer Experience Agent","company":{"id":684797,"name":"Vintage","domain":"vintage.com","url":"https://alion.io/company/vintage-5","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Duiven, Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":34128,"max":34128,"currency":"EUR","period":"year","gross":null,"usd_annual":38330},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-09-09T20:31:26Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-11-15T06:38:51Z","board_verified":true,"closed_at":null,"days_open":66,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":66},"description":"About Vintage.com\nAt 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.\nWe 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.\nAbout the Team\n Our Customer Experience team supports Vintage.com customers across our European markets from our hub near Arnhem.\nWe’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.\nWe work closely with Operations, our warehouse and teams across Vintage.com to make every customer journey as simple and joined-up as possible.\nWhy This Role Matters\nWhy the role exists\nAs a Customer Experience Agent, you’ll be one of the people our customers rely on throughout their journey with Vintage.com.\nYou’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.\nSome 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.\nThis 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.\nYou’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.\nWhat success looks like\nDeliver consistently brilliant customer experiences across every channel you support.\nResolve customer questions and concerns accurately, fairly and wherever possible at the first point of contact.\nBuild trust through clear, helpful and timely communication.\nMeet agreed service levels, quality standards and performance measures without compromising the customer experience.\nTake ownership of customer issues and follow them through to the right resolution.\nWork effectively with colleagues across Customer Experience, Operations and the warehouse to create joined-up customer journeys.\nUse customer feedback and recurring themes to help us improve how we work.\nWhat You’ll Do\nCustomer conversations\nSupport customers across phone, email and digital channels throughout their journey with Vintage.com.\nHandle both inbound and outbound conversations, including customer queries, updates and follow-ups.\nExplain our service and next steps clearly, making sure customers know what to expect.\nAdapt your communication to the customer and situation rather than taking a one-size-fits-all approach.\nBuild trust through accurate, timely and genuinely helpful communication.\nProblem solving and complaints\nListen carefully when something hasn’t gone to plan and understand what the customer really needs.\nTake ownership of complaints and more difficult conversations, resolving issues fairly and professionally.\nInvestigate customer queries using the information and systems available to you rather than simply passing problems elsewhere.\nKnow when you can resolve something yourself and when additional support or escalation is needed.\nKeep customers informed while issues are being investigated so they always understand what happens next.\nCustomer journey and performance\nManage your workload across different customer channels while maintaining quality and attention to detail.\nWork towards agreed service levels, quality standards and customer experience measures.\nKeep accurate records of customer conversations and actions so colleagues have the information they need.\nUse our systems confidently and complete the administration needed to keep customer journeys moving.\nBalance pace and productivity with doing the right thing for the customer.\nTeamwork and continuous improvement\nWork closely with your Team Lead and colleagues to share information, solve problems and support team priorities.\nPartner with Operations, our warehouse and other teams when a customer issue crosses different parts of Vintage.com.\nShare recurring customer feedback, problems and themes that could help us improve our service.\nBe open to coaching and feedback and use it to continuously develop your performance.\nSupport new ways of working and contribute ideas that could make things simpler for customers and colleagues.\nWhat You’ll Bring\nEssential\nExperience working with customers in a customer service, contact centre, sales, retail, hospitality or other customer-facing environment.\nStrong verbal and written communication skills, with the ability to explain things clearly and adapt your approach to different customers.\nConfidence having difficult conversations and handling complaints or objections calmly and constructively.\nGood judgement and problem-solving skills, with the confidence to take ownership rather than simply pass problems on.\nThe ability to work at pace while maintaining accuracy, quality and attention to detail.\nA resilient and adaptable approach when priorities, customer needs or ways of working change.\nConfidence using digital systems and the ability to learn new tools quickly.\nA collaborative approach and willingness to work across teams to find the right outcome.\nGenuine care for delivering a brilliant customer experience.\nHelpful\nA background in contact centre or high-volume customer service.\nConfidence supporting customers across both inbound and outbound conversations.\nFamiliarity with phone, email, webchat, WhatsApp or other digital customer channels.\nExposure to sales, buying, retention or objection handling.\nComfortable handling complaints or more complex customer cases.\nFamiliarity with CRM or customer service platforms.\nAn understanding of warehouse or operational environments, particularly where physical products are involved.\nA track record of contributing ideas and improving the way things are done.\nQualifications\nNo specific qualifications are required.\nWe care about how you communicate, the judgement you show, the way you treat customers and colleagues, and your willingness to keep learning.\n Living Our Values\nIn this role, living our values means:\nPut the customer at the heart of every conversation and take ownership of helping them find the right way forward.\nCommunicate with clarity, care and empathy, particularly when a customer is worried, disappointed or frustrated.\nTreat every customer and colleague with respect and adapt your approach to the person and situation.\nBe curious when something doesn’t look right and ask questions rather than making assumptions.\nUse feedback as an opportunity to learn and get better.\nShare what you’re hearing from customers so we can improve the experience for everyone.\nWork openly with Customer Experience, Operations and the warehouse rather than passing problems between teams.\nSpeak up when you see an opportunity to make things simpler or better for our customers and colleagues.","description_format":"text","description_chars":7480,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Netherlands","iso":"NL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Secondhand"],"lifecycle":[{"event":"open","at":"2026-09-10T20:31:26Z"}],"visa":[{"country":"NL","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Recognised sponsor of the Dutch immigration service (IND)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Highly skilled migrants and regular labour","cap_exempt":false,"checked_at":"2026-11-15T09:21:55+00:00","sources":["IND: public register of recognised sponsors (work)"],"filings_for_role_12m":0}],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.313,"p_room":0.28,"age_days":66,"expected_fill_days":21,"reasons":["conf:1","win:tail","crowd:"],"computed_at":"2026-11-15T07:52:55Z"},"pay":{"stated_usd_annual":38330,"is_top_pay":false},"html_url":"https://alion.io/job/vintage-german-customer-experience-agent","json_url":"https://alion.io/job/vintage-german-customer-experience-agent.json","meta":{"generated_at":"2026-11-15T18:12:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10871,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":684797},"rest":"https://alion.io/mcp/rest/get_company?id=684797"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvintage-german-customer-experience-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvintage-german-customer-experience-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvintage-german-customer-experience-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vintage-german-customer-experience-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvintage-german-customer-experience-agent"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":650813}},{"tool":"search_jobs","arguments":{"company":"vintage.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":650813},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}