Customer Experience Expert
4 semanas atrás
About Us
">Catawiki is a leading online marketplace where you can buy and sell unique objects. Our team of experts reviews and selects over 75,000 special items every week from various categories like Art, Design, Jewellery, Fashion, Classic Cars, Collectables, and more.
We've sold 10 million unique items so far, and our mission is to become the world's most popular auction destination for special objects.
Role Overview
">This role as a Senior Customer Experience Specialist offers a chance to work with a dynamic team in a fast-growing organization. You will be responsible for handling complex customer cases, representing Catawiki with a firm understanding of our brand and tone, and prioritizing customer experience while balancing business needs.
You will be a role model, embodying Catawiki's values and proactively identifying opportunities for improvement within the CX department.
Your Responsibilities
">- Understand customer needs and the long-term impact of your solutions at Catawiki
- Ensure customer delight by prioritizing their experience
- Proactively communicate with other teams to ensure a smooth workflow
- Find timely resolutions for complex cases, providing excellent service
- Be the point of contact for decisions aligned with stakeholders (e.g., Experts, TSO, Legal)
- Tackle repeat contact cases, using all available methods to bring them to resolution
- Review customer feedback requests against our policies
- Respond to social media comments in line with Catawiki's brand tone
Requirements
">- 2+ years of professional experience in a similar position or equivalent knowledge
- Bachelor's degree in Business Administration, Communication, Marketing, Customer Service Management, or a related field
- Fluent English and an additional language such as Dutch, French, or Italian
- Comfortable working in a fast-growing environment
- Availability to work 40 hours per week
- Willingness to commute to our Lisbon office and work there at least 2 days a week
- Flexibility to work in a weekend rotation with remote weekend work and some public holidays
What We Offer
">- A competitive salary of €45,000 - €55,000 per year, depending on experience
- Health insurance from day one, including dental coverage, access to multiple hospitals and clinics, and a wellness network
- Transportation costs covered from home to the office
- Work From Home allowance
- A challenging role in a diverse international organization with over 50 nationalities
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