Customer Experience Team Manager

2 meses 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

Catawiki is searching for a motivated and experienced Customer Service Manager to lead teams in our CX Department. Your goal will be to provide outstanding customer service to our buyers and sellers by developing effective teams.

As a Team Manager you will oversee the daily operations of customer service teams. You are passionate about the Customer and people and you will ensure system and process functionality and productivity. In addition, you will manage your staff and work closely with other departments at the company.

As a Team Manager you must be an organized, reliable and results-driven professional. You have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

Within and outside your circle of influence you are expected to proactively come up with solutions, plans and strategies that enable your team to achieve its goals.

What you’ll do
- Identify development needs and provide coaching and support to team leads.
- Proactively identify process gaps and areas of high impact for opportunities within CX and beyond.
- Ability to communicate with a wide variety of stakeholders from executive leadership teams to our commercial counterparts.
- Supervising day-to-day operations of teams in the Customer Experience department.
- Execute on customer service procedures, policies, and standards.
- You ensure procedure and policy adoption in CX.
- Identify development needs and provide coaching and support to team members.
- Communicate expectations to your team and provide timely updates.
- Setting up personal and team goals.
- Responsible for Team KPI and Team performance - You have an active role and quarterly goals on team-overarching projects contributing your eNPS, Quality and efficiency goals
- Having 1:1 on a regular basis and yearly performance appraisals with your direct reports.
- Setting up bilateral meetings, team meetings and joining job interviews.
- You work cross functionally with other teams and other departments

What you’ll bring
- A natural leader who has at least 3 years of experiences managing team leads, preferably within an international and scalable organization.
- 3-5 years of experiences in contact center environments.
- Ability to work through high level of change and ambiguity in fast paced environments.
- Experience in managing multilingual teams in virtual or hybrid multicultural environments.
- Ability to lead teams in multi-tasking, prioritization, and meeting timelines on deliverables.
- Work well under pressure and follow through on items to completion.
- Hands-on mentality and proactive.
- A proficient level of English is required
- Willing to work in rotating shifts including evenings, weekends and public holidays.

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 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.

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