CS TEAM LEADER

At Catawiki every day brings the extraordinary! Whether its a or we encounter exceptional objects every day.
Were a oneofakind marketplace for buying and selling special objects! Each week we offer over unique items in auction carefully curated by our passionate inhouse experts.
Having sold over 20 million unique objects to date were on a mission to become the worlds most popular destination for special objects.
As a growing diverse and sustainable scaleup we proudly live by our core values.
Taking ownership and driving impact Being open to change and feedback Being passionate about our mission and our customers.
If these values resonate with you wed love to explore how you can join us on this exciting journey! About the role As a CS Team Leader your focus will be on meeting new organisational objectives and goals and increasing our Customer Satisfaction.
You will support guide and coach your team to ensure they perform at an optimal level and you will use your leadership skills to inspire motivate and engage your team.
It will be your responsibility to create a cohesive team that works together efficiently and to maximise the teams potential.
To be a successful Team Leader for Customer Service at Catawiki you should have a track record of leading a motivated and engaged team that delivers positive performance results in line with goals and targets.
Excellent interpersonal skills are of paramount importance as you build quality relationships with your team and internal stakeholders.
What youll do Results and Responsibilities Advise and coach CS Representatives on soft skills and best practices ultimately leading to higher productivity highquality team performance and improved customer satisfaction.
Daytoday management including assigning tasks monitoring incoming volumes and adjusting schedules based on needs absences or shifting priorities.
Manage and coach a team of CS Representatives to ensure they meet departmental and team performance targets and KPIs while delivering exceptional customer service.
Handle daily escalations and cancellations for our team of CS Representatives.
Tasks and Activities Foster a culture of team engagement recognising and celebrating team members achievements and promoting collaboration and teamwork.
Monitor team performance metrics and provide feedback coaching and support to improve individual and team performance.
Develop and maintain effective customer service procedures and policies to ensure consistent quality and efficiency.
Have a good understanding of reports and dashboards and be able to give strategic input on customer service operations team performance and customer feedback to the Team Manager.
Collaborate with other teams such as sales and product development to ensure that customer feedback is incorporated into business strategies and product development plans.
Have 1.
meetings regularly conduct performance appraisals (midyear and endofyear) and hold standups with your direct reports.
Respond to customer inquiries and complaints providing timely and accurate resolutions to issues and ensuring that customer needs are met.
Manage and monitor ticket queues and volumes for optimal efficiency and productivity.
Support the Team Manager with managing SLAs and implementing new tools processes and procedures.
Report to the CS Team Manager and serve as a backup in case of shortterm absence.
Your primary objective will be to boost workplace performance within our CS organisation.
What youll bring At least 1 year of experience in Customer Service Teams including managing a team of at least 10 Representatives.
A balanced leader with a passion for inspiring motivating and engaging a team.
Fluency in English (additional languages are a plus).
Proven experience with KPIs and OGSM.
Strong stakeholder management skills and expertise.
Ability to prioritise tasks effectively and address adhoc situations.
Relevant experience or a strong interest in identifying and implementing improvements new processes and tools.
Available to work 40 hours per week.
Regular office attendance is required to support your team.
You are available to work some weekends and on some public holidays.
You are currently based in Lisbon Portugal.
In return A competitive Annual Gross Base Salary 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.
Amazing Office right in the centre of Lisbon.
Why Youll Love Working with Us Create a Visible Impact by working at scale in a global organisation that serves millions of customers across 80 categories.
In our flat structure every role has a broad scope that directly impacts both our customers and the business.
Learn and Grow with Us through our Learning & Development initiatives which include clear development plans and mentorship programmes designed to support your career progression.
A Culture of Connection defines us.
Were a passionate diverse and collaborative team of 800 Catawikains and 60 nationalities all coming together to build a oneofakind marketplace.
We foster an inclusive and queerfriendly work environment committed to making every Catawikian feel welcomed and empowered.
Whatever your story we encourage you to bring your unique perspective to our team.
Celebrate Lifes Moments with us at Catawiki.
When you join us youll receive a 100 Catavoucher and on each birthday youll get a 50 Catavoucher to celebrate.
Enjoy an extra day off each year to Pursue Your Passion.
We also recognise significant work anniversaries ( years) with additional time off plus extra leave for lifes big moments like marriage engagements or moving house.
Please note that benefits can vary by location.
For specific information regarding whats available in your country please consult your recruiter.
Our Offices and Way of Working Our vibrant offices in Amsterdam Paris and Lisbon are designed to inspire and connect.
Most Catawikians are within commuting distance of one of our offices and enjoy the flexibility of a hybrid work model.
This means we typically ask you to be in the office 2 out of 5 days roughly 40% of your working time to collaborate and connect with your colleagues.
Of course if the job description specifies that the role is 100% remotesuch as for certain expert or sales positionsthen that arrangement will apply.
Interested Apply directly with an English CV and cover letter by submitting your information at the bottom of this page.
By submitting your application you agree to.
If youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we encourage you to apply anyway.
You may be just the right candidate for this or other roles.