Description: 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. Requirements: 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 able to switch between various customer channels like phone and e-mail communications, Ability to positively interact with your team and other departments, Available to work 32-40 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 at least 2 weekends a month and able to work on some public holidays. You are currently 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." Offer: Here's what we can offer you This is your chance to join our mission to fulfil people's passions, as part of a young and dynamic organisation. You'll be part of an enthusiastic, highly-motivated team of 800+ Catawikians. Additionally, you can expect: Please note that our benefits offering changes depending on which country you are employed in. For our country-specific offering please ask your recruiter. Our commitment to you Catawiki's eclectic team represents an international and intergenerational mix of people from different professional and cultural backgrounds. We foster an inclusive and queer-friendly work environment, committed to making every Catawikian feel welcomed and empowered. Whatever your story, we encourage you to bring your unique perspective to the table. Catawiki stands with Ukraine and encourages people displaced by the current conflict to apply. In addition to the several initiatives we've launched, we're open to ideas on ways we can continue to support the humanitarian effort. Our offices and way of working We have sensational offices in Amsterdam, Groningen, Paris and our newest office in Lisbon. Most of our employees are within commutable distance of one of our office locations and enjoy a hybrid work model. This means we expect you to be in the office 2 out of 5 days, roughly 40% of your working time, to collaborate and connect with each other. The exception is of course, if the job description specifically states that the role is 100% remote, as some experts and sales positions are. Skills/ Problem Solving Skills,Customer Service,Good Communication Skills - Written And Oral,German,Hybrid,Critical Thinking Skills,Good Communication Skills,Customer Support,Customer Relationships
