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!!!