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!!!