About the roleAs 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 doUnderstanding customer needs as well as the long-term business impact of your solutions at CatawikiEnsuring customer delight by prioritizing the customer experienceProactively communicating with responsible parties from other teams to ensure all parts are moving in syncGiving your utmost to find solutions for complex and escalated cases, providing timely resolutionOften 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 resolutionReviewing customer feedback requests against our feedback policiesResponding to social media comments using the correct tone and verbiage to accurately represent Catawiki's brandPerforming other tasks as assigned by CX leadership in support of evolving customer needsWhat you'll bring2+ 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 fieldFluent in English and DutchComfortable working in a fast-growing and evolving environmentAvailable to work 40 hours per weekYou are willing to commute to our Lisbon office and work in the office at least 2 days per weekYou are flexible to work in a weekend rotation with weekend work being remote (Sat/Sun) and able to work on some public holidaysYou are currently based in Lisbon, PortugalIn returnHealth Insurance from day 1 (including dental coverage), with access to multiple hospitals and clinics and a vast wellness networkTransportation costs from home to our office are covered by CatawikiWork From Home allowanceMonthly Meal Card#J-18808-Ljbffr
