What does the role involve?
At Catawiki you have the opportunity to engage and delight our broad variety of customers (Sellers and Buyers) by solving complex challenges and managing disputes and complaints. You make sure that customer queries are addressed and resolved in a correct and timely manner via diverse channels (email, phone, social media). When there is a dispute between a seller and a buyer, you will mediate between the customers and find a solution that works for both.
The customer experience department plays an essential role in Catawiki, as our customer experience specialists ensure that our customers return to our platform on a regular basis and thereby directly help grow the business. The customer experience department is also a crucial link between departments, closely working with Sales and our Experts as well as other departments to improve the overall Customer Experience. Through their close customer contact, CX brings valuable feedback on possibilities for improvements in our services.
This is who you are
You are motivated by providing delight to our customers, you can communicate clearly, and providing an excellent customer experience is your main goal. You will try your utmost to find fitting solutions to all problems and you do this in a patient and empathetic way. In addition, you are:
Professional speaking and writing skills in German and English; strong communication skills.
Strong analytical and critical thinking skills.
Preferably previous experience in a customer experience/service environment or a customer-related role (hospitality, tourism, retail, call-center, etc.).
Ability to quickly switch between various customer channels like phone and e-mail communications.
Ability to positively interact with your team and other departments.
Available to work 32 to 40 hours per week.
You are willing to commute to our Lisbon office and work in the office at least 2 days per week.
You are available to work every weekend (with weekend work being Remote) and able to work on some public holidays.
This role is based in Lisbon, Portugal.
Hear what our current CX Specialists say about the role:
"As a CX International Specialist at Catawiki, I enjoy being part of a team that strives to provide an excellent level of service to our buyers and sellers.Working with customers that are passionate about their special objects keeps the role engaging and fulfilling. No two cases are the same and we are continually learning and adapting to the fast-paced, exciting environment that working at Catawiki brings. It is valuable to be a part of such a diverse and inclusive company where our voices are valued and heard. We are equipped with the tools and support to thrive as specialists and grow within Catawiki.".
In return
A competitive Annual Gross Base Salary of 18.000€-23.000€ depending on your level, competencies, and overall experience.
Health Insurance from day 1 (including dental coverage), with access to multiple hospitals and clinics and a vast wellness network.
A Work From Home Allowance to help with your monthly household bills.
Commuting between your home and our office is covered by Catawiki.
AmazingOffice right in the centre of Lisbon.
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