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