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Senior Cx Specialist

5 meses atrás

Lisboa, Portugal Catawiki Tempo inteiro

Who we are
,, 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.
About the role
As a Senior Customer Experience Specialist, you bring 2+ years of experience in customer service escalations and social media. You will be responsible for handling complex and/or escalated cases within the Customer Experience (CX) department, while also representing Catawiki with a firm understanding of our brand and “voice.” Customer delight is always your highest priority as you balance business and customer needs to find the best solution for both parties. When needed, you will jump into regular customer support cases as well as handle live channels. You will be a role model, embodying Catawiki’s values and proactively identifying opportunities for continuous improvement within the CX department.
What you'll do
- Understanding customer needs as well as the long-term business impact of your solutions at Catawiki
- Ensuring customer delight by prioritizing the customer experience
- Proactively communicating with responsible parties from other teams to ensure all parts are moving in sync
- Giving your utmost to find solutions for complex and escalated cases, providing timely resolution
- Often being the “last word” for decisions aligned with relevant stakeholders (e.g., Experts, TSO, Legal)
- Taking ownership of complex repeat contact cases and using all available methods (including outbound calling) to bring cases to resolution
- Reviewing customer feedback requests against our feedback policies
- Responding to social media comments using the correct tone and verbiage to accurately represent Catawiki’s brand
- Performing other tasks as assigned by CX leadership in support of evolving customer needs

What you'll bring
- 2+ years of professional experience in a similar position (or equivalent Catawiki knowledge)
- Bachelor's degree in Business Administration, Communication, Marketing, Customer Service Management, or a related field
- Fluent in English and French
- Comfortable working in a fast-growing and evolving environment
- Available to work 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 to work in a weekend rotation with weekend work being remote (Sat/Sun) and able to work on some public holidays
- You are currently based in Lisbon, Portugal

In return
- Health Insurance from day 1 (including dental coverage), with access to multiple hospitals and clinics and a vast wellness network
- Transportation costs from home to our office are covered by Catawiki
- Work From Home allowance
- Monthly Meal Card

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 an