Customer Experience Specialist - Groningen (English speaking)
Who we are
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.
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.
This is who you are
You 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 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 able to switch between various customer channels like phone and e-mail communications,
- Ability to positively interact with your team and other departments,
- You are based in The Netherlands,
- Available to work 40 hours per week;
- Flexible to work 2 evenings per week, with the last shift ending at 19:00PM;
- You are flexible to work at least 2 weekends a month and able to work on some public holidays.
What we offer
- A challenging role in a dynamic, inspirational and fast-growing and international organisation;
- Stock Options: All Catawikians are granted 100 Stock Options after 12 months;
- Great secondary benefits including 25 holiday days, holiday allowance, a fantastic pension plan paid for by Catawiki, a referral program with a one-time off referral bonus,
- Catawiki wants to help you celebrate special occasions in life by:
- providing employees with a 100 EURO Catavoucher upon joining and 50 EURO Catavouchers on their birthday month
- 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,
- an additional day of leave each year to Pursue your Passion!
- A budget of approx 1000 EURO to equip your home with the right ergonomis work setting or tools
- An employer contribution to a Dutch pension plan
- A bike-leasing program to facilitate your purchase of a bike (incl bakfiets)
- Regular fun on and offline employee activities;
- Lots of room to learn and grow, with excellent opportunities for career development towards sales, marketing or a lead agent role in the Customer Experience department.
