Customer Service Representative - Dutch and English

📌 Core Information

🔹 Job Title: Customer Service Representative - Dutch and English

🔹 Company: Catawiki

🔹 Location: Lisbon, Lisboa, Portugal

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 0-2

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Engaging with a diverse range of customers
• Solving complex customer challenges and disputes
• Utilizing various communication channels such as chat, email, phone, and social media
• Mediating disputes to find mutually beneficial resolutions

ASSUMPTION: This role requires strong cultural understanding due to the international nature of the marketplace. This includes sensitivity to different communication styles and customs.

📋 Key Responsibilities

✅ Engage and delight customers by solving complex challenges

✅ Manage disputes and ensure resolution in a timely manner across various channels

✅ Serve as a crucial link between departments to enhance customer experience

✅ Provide valuable feedback for service improvements through customer interactions

ASSUMPTION: It's assumed that the role involves ongoing training and development to keep representatives up-to-date with the platform features and customer service best practices.

🎯 Required Qualifications

Education: Not specified

Experience: Previous experience in a customer service environment or related field is preferred.

Required Skills:

• Professional proficiency in Dutch and English
• Strong communication skills
• Analytical and critical thinking abilities
• Problem-solving skills
• Empathy and patience in customer interactions
• Ability to quickly switch between communication channels
• Team interaction and collaboration
• Flexibility to work weekends and public holidays

Preferred Skills:

• Experience in hospitality, tourism, retail, or call center environments
• Adaptability to a rapidly changing environment

ASSUMPTION: The requirement for Dutch and English proficiency may suggest significant interaction with customers from the Netherlands and English-speaking regions.

💰 Compensation & Benefits

Salary Range: €18,000 - €23,000 annual gross base salary, depending on experience and competencies.

Benefits:

• Health Insurance including dental coverage from day one
• Work From Home Allowance
• Commuting expenses covered
• Access to a vibrant office in Lisbon

Working Hours: 40 hours per week with flexibility for hybrid work

ASSUMPTION: The benefits package reflects a commitment to work-life balance, with provisions for remote work expenses and health coverage highlighting employee well-being.

📌 Applicant Insights

🔍 Company Context

Industry: Internet Marketplace Platforms, hosting auctions for unique objects curated by expert professionals.

Company Size: 501-1,000 employees, allowing for a well-resourced environment with opportunities for personal impact.

Founded: 2008 in Amsterdam, known for innovation in the online auction space.

Company Description:

• Leader in the online marketplace for unique objects
• Offers 75,000 objects weekly through expert-reviewed auctions
• Employs a diverse, international team across multiple locations

Company Specialties:

• Art
• Jewellery
• Collectables

Company Website: http://www.catawiki.com

ASSUMPTION: Given the company's size and growth trajectory, there may be significant opportunities for advancement and specialization within different categories of the marketplace.

📊 Role Analysis

Career Level: Entry-level to early professional, suitable for those with 0-2 years of experience seeking to develop customer service expertise.

Reporting Structure: Likely reports to a customer service manager with regular interaction across departments.

Work Arrangement: Hybrid work model with both in-office and remote work components.

Growth Opportunities:

• Exposure to diverse customer markets enhances cultural competence
• Potential for rapid progression in a fast-growing company
• Access to internal mentorship and development initiatives

ASSUMPTION: The company's investment in learning and development suggests they prioritize career growth and skills enhancement for their employees.

🌍 Location & Work Environment

Office Type: Modern, centrally-located facilities designed to foster collaboration and creativity.

Office Location(s): Lisbon, Amsterdam, Paris, appealing for those interested in international exposure.

Geographic Context:

• Lisbon offers a vibrant culture and an advantageous living cost
• Strategically located for European market access
• Multicultural city providing a rich lifestyle experience

Work Schedule: Typically requires office presence 2 out of 5 days per week.

ASSUMPTION: Lisbon's office location may indicate a prevalent use of Portuguese in informal communication, enhancing language skills for Dutch and English speakers.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Initial phone screening
• In-person or virtual interview(s) with hiring manager

Key Assessment Areas:

• Language proficiency in Dutch and English
• Problem-solving abilities through situational questions
• Cultural fit with Catawiki's values

Application Tips:

• Highlight language skills and customer service experience
• Prepare examples of past customer interactions
• Research Catawiki's marketplace and recent trends

ATS Keywords: Customer service, mediation, Dutch, English, problem-solving

ASSUMPTION: Catawiki may prioritize candidates demonstrating a proactive approach to customer satisfaction and innovation in their roles.

🛠️ Tools & Technologies

• CRM software for managing customer interactions
• Communication tools like email and chat platforms
• Social media management tools

ASSUMPTION: The reliance on digital communication suggests a preference for candidates comfortable with tech tools and adept at digital problem-solving strategies.

👔 Cultural Fit Considerations

Company Values:

• Taking ownership and driving impact
• Openness to change and feedback
• Passion for mission and customers

Work Style:

• Collaborative and team-oriented
• Adaptive to fast-paced environments
• Customer-focused with a solutions-driven mindset

Self-Assessment Questions:

• Am I comfortable working in a multicultural and multilingual environment?
• Can I remain calm and solution-oriented under pressure?
• Do I enjoy interacting with customers and resolving disputes?

ASSUMPTION: The cultural emphasis on passion and customer dedication suggests a work environment that thrives on enthusiasm for the marketplace and its unique offerings.

⚠️ Potential Challenges

• Handling a diverse range of customer issues
• Navigating cultural differences in communication
• Managing workload during peak auction times
• Adapting to continuous changes in the marketplace

ASSUMPTION: The role may require a high degree of adaptability and resilience to manage diverse and potentially demanding customer interactions effectively.

📈 Similar Roles Comparison

• Similar to customer support roles in e-commerce platforms
• Requires nuanced understanding of auction processes compared to standard customer service
• Involves more mediation and resolution than typical customer service roles

ASSUMPTION: The unique focus on auctions and special objects may differentiate this role from standard customer service positions by requiring deeper product knowledge.

📝 Sample Projects

• Developing a comprehensive FAQ based on recurring customer inquiries
• Creating a customer feedback report for platform improvements
• Leading a training session on conflict resolution strategies

ASSUMPTION: These projects assume that the role involves proactive initiatives to enhance customer service processes and interventions.

❓ Key Questions to Ask During Interview

• How does the company handle peak auction times in terms of customer service?
• In what ways can CS representatives contribute to platform improvements?
• What is the most challenging customer case I might encounter?
• How is performance typically measured for this role?
• Can you describe the team dynamics and collaboration expectations?

ASSUMPTION: Asking these questions will help candidates gauge the specific challenges of the role and opportunities for contribution to Catawiki's mission.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Include a detailed CV highlighting relevant language and customer service skills
• Write a cover letter that reflects enthusiasm for the unique objects marketplace
• Prepare for a language proficiency assessment if shortlisted
• Follow up with the hiring team to showcase your proactive interest in the position

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.