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 Vienna. 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 frustrated customer, 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 You’ll Do
Customer conversations
- Support customers across phone, email and digital channels throughout their journey with Vintage.com.
- Handle both inbound and outbound conversations, including customer queries, updates and follow-ups.
- Explain our service and next steps clearly, making sure customers know what to expect.
- Adapt your communication to the customer and situation rather than taking a one-size-fits-all approach.
- Build trust through accurate, timely and genuinely helpful communication.
Problem solving and complaints
- Listen carefully when something hasn’t gone to plan and understand what the customer really needs.
- Take ownership of complaints and more difficult conversations, resolving issues fairly and professionally.
- Investigate customer queries using the information and systems available to you rather than simply passing problems elsewhere.
- Know when you can resolve something yourself and when additional support or escalation is needed.
- Keep customers informed while issues are being investigated so they always understand what happens next.
Customer journey and performance
- Manage your workload across different customer channels while maintaining quality and attention to detail.
- Work towards agreed service levels, quality standards and customer experience measures.
- Keep accurate records of customer conversations and actions so colleagues have the information they need.
- Use our systems confidently and complete the administration needed to keep customer journeys moving.
- Balance pace and productivity with doing the right thing for the customer.
Teamwork and continuous improvement
- Work closely with your Team Lead and colleagues to share information, solve problems and support team priorities.
- Partner with Operations, our warehouse and other teams when a customer issue crosses different parts of Vintage.com.
- Share recurring customer feedback, problems and themes that could help us improve our service.
- Be open to coaching and feedback and use it to continuously develop your performance.
- Support new ways of working and contribute ideas that could make things simpler for customers and colleagues.
What You’ll Bring
Essential
- Experience working with customers in a customer service, contact centre, sales, retail, hospitality or other customer-facing environment.
- Strong verbal and written communication skills, with the ability to explain things clearly and adapt your approach to different customers.
- Confidence having difficult conversations and handling complaints or objections calmly and constructively.
- Good judgement and problem-solving skills, with the confidence to take ownership rather than simply pass problems on.
- The ability to work at pace while maintaining accuracy, quality and attention to detail.
- A resilient and adaptable approach when priorities, customer needs or ways of working change.
- Confidence using digital systems and the ability to learn new tools quickly.
- A collaborative approach and willingness to work across teams to find the right outcome.
- Genuine care for delivering a brilliant customer experience.
Helpful
- A background in contact centre or high-volume customer service.
- Confidence supporting customers across both inbound and outbound conversations.
- Familiarity with phone, email, webchat, WhatsApp or other digital customer channels.
- Exposure to sales, buying, retention or objection handling.
- Comfortable handling complaints or more complex customer cases.
- Familiarity with CRM or customer service platforms.
- An understanding of warehouse or operational environments, particularly where physical products are involved.
- A track record of contributing ideas and improving the way things are done.
Qualifications No specific qualifications are required. We care about how you communicate, the judgement you show, the way you treat customers and colleagues, and your willingness to keep learning. Living Our Values In this rule, living our values means:
- Put the customer at the heart of every conversation and take ownership of helping them find the right way forward.
- Communicate with clarity, care and empathy, particularly when a customer is worried, disappointed or frustrated.
- Treat every customer and colleague with respect and adapt your approach to the person and situation.
- Be curious when something doesn’t look right and ask questions rather than making assumptions.
- Use feedback as an opportunity to learn and get better.
- Share what you’re hearing from customers so we can improve the experience for everyone.
- Work openly with Customer Experience, Operations and the warehouse rather than passing problems between teams.
- Speak up when you see an opportunity to make things simpler or better for our customers and colleagues.
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 ...