Customer Experience Specialist
1 semana atrás
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 areYou 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 French 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, e-mail, and chat communications,Ability to positively interact with your team and other departments,Available to work 32-40 hours per week;You are flexible to work at least 2 weekends a month and able to work on some public holidays.You are based in Lisbon, Portugal.This is a hybrid role. You are able to commute to our office in Lisbon city center at least two times a week.
Offer
Here's what we can offer youThis 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: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.A holiday allowance, health insurance and meal vouchers paid for by CatawikiHybrid ways of working between home and office. We offer remote and activity-based working, suited to the team and individual responsibilitiesWe 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:Providing 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 PassionPlease 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 youCatawiki'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.
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