Customer Experience Specialist
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Location:
Valencia, Spain Work model: On-site Employment type: Full-time DUTIES &
RESPONSIBILITIES:
* Provide customer support to Dutch-speaking customers via phone, email and live chat
* Handle customer questions, orders and product-related enquiries
* Resolve complex customer cases and identify practical solutions
* Coordinate with internal teams and external suppliers when required
* Manage customer cases across multiple channels while maintaining high service and quality standards
* Identify root causes of recurring customer issues and contribute to process improvements
* Maintain accurate customer and case information within the relevant systems
* Meet daily productivity, quality and customer satisfaction KPIs
* Participate in team meetings, 1:1s, workshops and improvement projects
REQUIREMENTS:
* Native or near-native Dutch and fluent English
* A third language is an advantage
* Minimum 1 year of experience in a fast-paced customer-facing role
* Strong communication and interpersonal skills
* Natural problem-solving ability and a proactive approach
* Ability to remain calm and effective under pressure
* Comfortable working with KPIs, multiple channels and systems
* Already based in or near Valencia, Spain
* Eligible to work in Spain / EU work eligibility (no visa sponsorship)
* Available to start as soon as possible
*
Working hours
Monday to Friday, 09:00 to 17:30
BENEFITS:
* Daily breakfast and lunch provided at the office
* Twice-weekly bootcamp in the park
* Annual AI learning budget
* Internal mentorship, development opportunities and personal development workshops
* Comprehensive onboarding programme
* Support with Spanish bureaucracy and NIE process
* Employee discount, referral bonus and paid volunteering time
* 1 month of accommodation if relocating
* And much more
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