About the role

As a Customer Experience Agent - Finnish Speaking, you’ll be the voice of [Employer hidden — sign up to reveal] 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 while directly 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 [Employer hidden — sign up to reveal]’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 French 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.

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] and [Employer hidden — sign up to reveal] exist to create a world where everything has value and nothing is wasted, on a global scale. Together, we form the UK and European operations of the Vintage Group, united by one purpose, one mission, and one set of values.

[Employer hidden — sign up to reveal] is our UK operation and the foundation of our business. [Employer hidden — sign up to reveal] is our European operation. While our brands reflect different markets, we are one business, working as one team.

At [Employer hidden — sign up to reveal], we’re committed to creating an inclusive environment. We welcome applicants from all backgrounds.