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.
Our Customer Support story
When the site grew exponentially, so did the need for a properly structured Customer Support team. We put a lot of effort into structuring this area and making it scalable, maintainable and predictable. Our customer support has great rates of satisfaction and has solved incredible cases - from a painting from World War II that brought a family together again, to a complex shipment problem that we helped our seller solve. To be successful, we are 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. You are 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 alerts 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 the 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, it’s a company you can truly thrive in." - Camila B.
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, to make sure we solve challenges 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 optimise processes, prevent frequent questions, and improve the Catawiki customer experience.
You'll move in sync
You’ll be part of the Dutch team. But you will also work closely with all of the team members in CS. You’ll be able to share your expertise by explaining how/if things should be done and how they will affect the customer experience.
A little about you
It's likely you know how to explain a problem and a solution to a customer, both in detail and in a simplified way, and are able to help them resolve 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. In addition, you have the following:
- Bachelor’s degree
- Professional experience in a similar position
- You speak Dutch fluently
- A satisfactory level of English is required
- You are available for a minimum of 32 hours per week
- You are available for 2 evenings per week and 2 weekend days per 4 weeks
- You’re keen on working in a fast-growing, informal organisation
Here’s what we can offer you:
This is your chance to become part of Europe's fastest growing online auction platform! You will have an exciting job in a young, fast-growing, dynamic, and international organisation.Additionally, you can expect:
- 25 days paid holiday & holiday allowance
- The Catawiki pension plan (no contribution from the employees, so Catawiki is paying for the whole pension plan)
- Excellent opportunities for career development
- Sponsored events and afternoon drinks
- A fun team in a fast-growing online company facing complex challenges
- Lots of room to work on great ideas, and to learn and grow