.Who we are A piece of the moon, a complete dinosaur skeleton, the Pope's hat, the world's smallest book - at Catawiki, we come across exceptional objects such as these every day. Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki's hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic Cars, Collectables and many more. We've sold 10 million unique items to date and it's our mission to become the world's most popular auction destination for special objects. We're an innovative, pioneering and fast-growing scale-up. If you think you can make a difference to our team, go ahead and apply. 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 Italian 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
