Catawiki’s purpose is to enable people to discover and obtain special objects that help them fulfil their passions. In doing so, we support our customers adding empathy and are able to transform their experiences into amazing adventures.
Our Customer Support story
When the site grew exponentially, so did the need for a properly structured Customer Support team. A major effort was spent structuring the area and making it scalable, maintainable and now predictable. Our customer support has great rates of satisfaction and has solved incredible cases - from a painting from World War II that made a family come together again, to a complex shipment problem that we helped our seller solve. In order to be successful, it's a process of constantly looking for new ideas and thinking of ways to improve our customers’ experiences, every day.
So, what's the job?
As a Customer Support Representative, you are the first point of contact for sellers and buyers and are also responsible for making sure their issues and questions are addressed and resolved in a correct and timely manner, via phone or email. You can communicate in a clear, customer-oriented manner; customer satisfaction is your main goal. You try your utmost to find fitting solutions to all problems. You can mediate between buyers and sellers in case of disputes. Your extensive communication with our users alert you to possibilities for improvements in our services and financial processes. Lastly, your skill with language enables you to help your colleagues communicate with buyers and sellers in languages they do not speak.
"Being a customer support agent at Catawiki is so much more than your average role. With the taught basis and understanding of the processes, you are given freedom to use your initiative and problem-solving capabilities. This produces more dynamic, challenging and overall more interesting tasks. Alongside the open and encouraging Catawiki environment, its a company you can truly thrive in." - Camilla Bartolo
How we roll
Our team is responsible for dealing with questions and/or problems brought forward by our sellers and buyers, via phone or email, in a timely and correct manner. One of the core activities of our CS team is to manage claims and conflicts, in order to solve any challenge efficiently. If there’s any doubt, our agents can consult other departments and provide the best feedback possible to our customers.
We expect that members of the team can pro-actively signal and initiate any possible improvement in order to prevent frequent questions, optimise processes, and improve the customer experience on Catawiki.
You'll move in sync
You will be part of one of the International team. Given their tasks, you will work closely with all of the team members in CS and will be able to share your expertise by explaining how/if things should be done and how will it affect the customer experience.
A little about you
It's likely that you know how to explain a problem and a solution, both in detail to a customer and in a simplified way, and are able to help them solve any doubts. You know how to organise your time to be efficient without being overworked, and are calm and collected when a problem arises. You’re also great at prioritising your work and in addition, you have the following:
- Bachelor degree;
- Professional experience in a similar position;
- Satisfactory level of English is required;
- You are available for a minimum of 32 hours per week, candidates who are available for 40 hours per week are strongly preferred;
- You are available 2 Saturdays per month and also 2 evenings per week (across the course of the month this will include 2 Friday evenings).
- You’re keen on working in a fast-growing, informal organisation.
The Catawiki Story
A piece of the moon, a complete dinosaur skeleton, the Pope's hat, the world's smallest book - at Catawiki, we come across extraordinary objects such as these every day. Our mission is to make special objects available to everyone.
In fact, 14 million users are buying and selling on Catawiki every month. This means we are continually growing and always on the lookout for new talent!
Born and raised in The Netherlands, we started in 2008 as a platform where collectors could manage their collections online. Yet, times change, ideas evolve, and in 2011 we hosted our first online auction and we haven’t looked back since! We’ve now grown to 500 Catawikians working across 7 International offices and are proud to have maintained our start-up mentality.
Here’s what we can offer you:
A diverse and international team with over 40 different nationalities, located in the heart of Amsterdam and Assen with an easy-going atmosphere. The Catawiki Community gathers everyone together for everything from ‘CataFooty’ to International Food Festivals, Friday Drinks, Board Game Nights, Pub Quizzes and Boot Camps!
And there’s more! We also provide paid holidays, holiday allowance and a pension plan paid for by Catawiki.