Customer Experience Specialist (Dutch)

Job description

David Kennedy Recruitment is working with an international e-commerce company that is looking to recruit a Dutch -speaking Customer Experience Specialist to join their team in Valencia . This is a customer-focused, problem-solving role combining phone, email and live chat support with cross-functional collaboration and continuous process improvement. Position: Customer Experience Specialist Location: Valencia, Spain Work model: On-site Employment type: Full-time DUTIES AND 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 including Traffic, Design, Production, Finance 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 Provide clear, calm and professional communication throughout every customer interaction Participate in team meetings, 1:1s, workshops and improvement projects Actively contribute feedback and ideas to improve the overall customer journey. REQUIREMENTS: Native or near-native Dutch language skills 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 to customer issues Ability to remain calm and effective under pressure Comfortable working with multiple communication channels and systems Experience working with KPIs and performance targets Strong adaptability and ability to thrive in a dynamic environment Open to direct feedback and continuous improvement Entrepreneurial and ownership-oriented mindset Already based in or near Valencia, Spain Valid eligibility to work in Spain / EU work eligibility Available to start as soon as possible. BENEFITS: Office-based working environment in Valencia Daily breakfast and lunch provided at the office Twice-weekly bootcamp in Turia Park Annual AI learning budget Internal mentorship and development opportunities Personal development workshops Comprehensive onboarding programme Regular employee recognition and company events Support with Spanish bureaucracy and NIE process 20% employee discount on company products Referral bonus of up to €600 Paid time off for volunteering Donation matching programme Be part of a dynamic and creative team with positive and friendly atmosphere Guidance and tools to reach your full potential And much more!!!