CUSTOMER EXPERIENCE SPECIALIST - DUTCH AND ENGLISH

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 Dutch 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 flexible with working at least 2 weekends a month and on some public holidays. This role is 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.". In return A competitive Annual Gross Base Salary of 18.000€-23.000€ 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. Here's what we can offer you This is your chance to join our mission to fulfill people's passions as part of a young and dynamic organization. You'll be part of an enthusiastic, highly motivated team of 800+ Catawikians. Additionally, you can expect: A challenging role in a diverse, international and fast-growing organisation with over 50 nationalities. Regular fun activities both on and offline e.g summer parties, boat rides and regular team events. Great secondary benefits including a holiday allowance and a fantastic pension plan paid for by Catawiki. Hybrid ways of working between home and office. We offer remote and activity-based working, suited to the team and individual responsibilities We care about our teams' wellbeing and offer a holistic wellbeing programme including our Employee Assistance Programme offering clinical services, single-session therapy, wellness support and more. Tailored learning and development opportunities to support your personal and professional growth; We want to help you celebrate special occasions in life by: Provide employees with a 100 EURO Catavoucher upon joining and 50 EURO birthday Catavouchers; Extra days of annual leave for work anniversaries at 3, 5, 8 and 10 years; Additional leave allowances for important life events such as moving, engagement & marriage; Each year Catawikians get an additional day's leave to Pursue their Passion! 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, Paris and 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. 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 Catawiki's Applicant Privacy Policy. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.