Customer Support

3 semanas atrás

Lisboa, Portugal Catawiki Tempo inteiro

Who we are

,, - 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.

About the role

The CX Coaching Specialist is motivated, enthusiastic, and customer oriented. We are passionate about people and performance excellence and put our customers at the centre of everything we do. The coaching specialist is committed to providing in-depth coaching to instil tool and process training concepts within the CX Op's teams. The CX Coach uses their knowledge of quality within a customer contact centre to guide CX specialists towards behaviours to increase customer satisfaction and enliven the voice of the customer.

The CX Coach is responsible for extending new hire training into practice via the creation and maintenance of 1:1 coaching system. They are experts in the CX processes and ways of working and they coach to ensure alignment, consistency, and high quality of interactions. The Coaching Specialist is an important part of the CX innovation cycle, supporting adoption of improvements and collecting feedback for iteration.

The CX Coach is an integral part of the feedback cycle and understands that "being open" underpin our collaboration efforts to "move in sync" as a team. " Working closely with CX Training Specialists to extend training into 1:1 and real world scenarios.

What you’ll do
- A natural communicator with the ability to engage individuals and small groups
- Conducts audits and reviews/analyzes data and documentation
- Interact with the Knowledge and Improvement Systems to inform coaching activities
- 1:1 coaching with CX Specialists and Sr. CX Specialist to address gaps in knowledge, tone & professionalism, process adherence, tooling usage ect.
- Extends training via small group or 1:1 sessions to practice skills and knowledge
- Provides meaningful and actionable feedback and is able to assist CX Specialists to create associated improvement goals.
- Use your knowledge of best practice and ways of working to audit interactions against targets and processes and determine suitable approaches to improve.
- Act as a back up for the CX training & Development Specialists when required.

**Requirements**:

- Experience in coaching and training individuals or groups would be an asset
- Highly goal oriented and results driven to ensure meeting department goals
- Customer service experience is essential
- Must possess the ability to be flexible and work accurately with numbers and data in a very fast paced, productivity-oriented environment.
- Excellent problem analysis and problem-solving skills
- Strong organisational and time management skills
- Basic data analysis skills (ability to interpret data in different formats)
- Experience working in a tech. Start up or scale up environment
- Comfortable and effective in communicating and presenting to varying group sizes, from 1:1’s to larger groups of 50, both virtually and live in person.
- Creative ability & writing/speaking proficiency in English (Near native). Any other European language is an asset. Comfort and confidence working in English is essential.
- Based in Lisbon

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:

- 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:

- 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 ev

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