Italian Customer Experience Agent, Duiven

Italian Customer Experience Agent Department:

Customer Experience

Employment Type:

Full Time

Location:

Duiven, Netherlands

Description About the role:

As a Customer Experience Agent - Italian 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 whiledirectly 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.

Getting Started...

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.

Establishing Your Impact…

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.

Driving Excellence…

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.

Key Responsibilities Key Goals&Objectives:

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.

Contribute to building a high‑performing, supportive, and adaptable team culture.

Key Responsibilities:

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.

Skills, Knowledge and Expertise Essential Skills&Experience

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 Skills and Experience

Background in buying, sales, or complaint resolution.

Ability to adapt quickly in a fast‑growing scale‑up environment.

Experience working in businesses with operational warehouses or physical products.

Our Benefits (Netherlands)

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

Competitive salary based on a

40‑hour work week

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

Company laptop

provided (where applicable)

Phone costs reimbursed

up to€40 per month (where applicable)

Reimbursement of

reasonable business expenses

Be part of a

fast‑growing, globally expanding business

Opportunities to

collaborate with and work alongside our UK team

Exposure to— and potential involvement in —

new international markets

as we continue to grow

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