Senior Customer Experience Specialist (Social Media & Escalations)

About the role
As a Senior Customer Experience Specialist, you bring 2+ years of experience in customer service escalations and social media. You will be responsible for handling complex and/or escalated cases within the Customer Experience (CX) department, while also representing Catawiki with a firm understanding of our brand and "voice." Customer delight is always your highest priority as you balance business and customer needs to find the best solution for both parties. When needed, you will jump into regular customer support cases as well as handle live channels. You will be a role model, embodying Catawiki's values and proactively identifying opportunities for continuous improvement within the CX department.
What you'll do

Understanding customer needs as well as the long-term business impact of your solutions at Catawiki
Ensuring customer delight by prioritizing the customer experience
Proactively communicating with responsible parties from other teams to ensure all parts are moving in sync
Giving your utmost to find solutions for complex and escalated cases, providing timely resolution
Often being the "last word" for decisions aligned with relevant stakeholders (e.g., Experts, TSO, Legal)
Taking ownership of complex repeat contact cases and using all available methods (including outbound calling) to bring cases to resolution
Reviewing customer feedback requests against our feedback policies
Responding to social media comments using the correct tone and verbiage to accurately represent Catawiki's brand
Performing other tasks as assigned by CX leadership in support of evolving customer needs

What you'll bring

2+ years of professional experience in a similar position (or equivalent Catawiki knowledge)
Bachelor's degree in Business Administration, Communication, Marketing, Customer Service Management, or a related field
Fluent in English and an additional language such as Dutch,French, or Italian
Comfortable working in a fast-growing and evolving environment
Available to work 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 flexible to work in a weekend rotation with weekend work being remote (Sat/Sun) and able to work on some public holidays
You are currently based in Lisbon, Portugal

In return

Health Insurance from day 1 (including dental coverage), with access to multiple hospitals and clinics and a vast wellness network
Transportation costs from home to our office are covered by Catawiki
Work From Home allowance

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