Customer Service Representative - German and English

📌 Core Information

🔹 Job Title: Customer Service Representative - German 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 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing exceptional customer service in both German and English
• Managing disputes and complaints efficiently
• Engaging with customers via multiple channels like chat, email, phone, and social media
• Collaborating with other departments to improve customer experiences

ASSUMPTION: The role primarily involves direct interaction with customers, and the use of diverse communication channels suggests a high degree of responsiveness required.

📋 Key Responsibilities

✅ Engage with and delight customers by solving complex challenges

✅ Address and resolve customer queries in a timely manner through various channels

✅ Mediate disputes between sellers and buyers to find mutually agreeable solutions

✅ Deliver feedback on service improvements to enhance customer experience

ASSUMPTION: Emphasis on mediation suggests candidates must have strong negotiation skills alongside customer service capabilities.

🎯 Required Qualifications

Education: Not specified

Experience: Preferred experience in customer service or related fields such as hospitality, tourism, or retail

Required Skills:

• Fluent German and English communication skills
• Strong analytical and critical thinking abilities
• Empathy and problem-solving competence

Preferred Skills:

• Experience in a customer service environment
• Ability to quickly adapt to different communication channels

ASSUMPTION: The focus on language skills implies a strong preference for candidates with multilingual capabilities.

💰 Compensation & Benefits

Salary Range: €18,000 - €23,000 annually, based on experience and competencies

Benefits:

• Health Insurance, including dental coverage from day 1
• Work From Home Allowance
• Commuting costs covered by Catawiki
• Access to an inspiring office in central Lisbon

Working Hours: 40 hours per week, with flexibility for weekend and public holiday coverage

ASSUMPTION: Compensation is competitive given the market standards for bilingual roles in Portugal, with additional benefits enhancing the overall package.

📌 Applicant Insights

🔍 Company Context

Industry: Internet Marketplace Platforms, specializing in unique and special objects

Company Size: 501-1,000 employees, offering substantial collaboration opportunities

Founded: 2008 in Amsterdam, providing robust industry experience

Company Description:

• Leads the niche market of special objects
• Hosts weekly auctions curated by experts
• Celebrates a sustainable and diverse work culture

Company Specialties:

• Art and Design
• Classic Cars
• Collectables

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

ASSUMPTION: The company’s focus on unique objects and expert curation means it values quality and expertise over quantity.

📊 Role Analysis

Career Level: Entry to early career, focusing on skill-building and cross-departmental interaction

Reporting Structure: Likely reports to a team lead or customer service manager

Work Arrangement: Hybrid model, requiring office presence and flexible working times

Growth Opportunities:

• Expand language proficiency in a professional setting
• Develop skills in dispute resolution and customer relations
• Potential to transition into leadership roles in customer service or related departments

ASSUMPTION: The hybrid work arrangement offers flexibility, catering to both focused individual work and collaborative projects.

🌍 Location & Work Environment

Office Type: Dynamic and culturally rich environment situated in central Lisbon

Office Location(s): Lisbon, central to local amenities and transit

Geographic Context:

• Access to Portuguese cultural and business hubs
• Growing tech and start-up scene
• Rich in cultural diversity

Work Schedule: Typically a 5-day work week, with variations for weekend and holiday work

ASSUMPTION: Lisbon's strategic location as a tech and business hub supports professional networking and development opportunities.

💼 Interview & Application Insights

Typical Process:

• Initial application and resume submission
• Screening call to assess language proficiency and key skills
• In-person or virtual interview with the hiring manager

Key Assessment Areas:

• Language skills in German and English
• Customer service experience and problem-solving ability
• Flexible communication and teamwork skills

Application Tips:

• Highlight multilingual capabilities prominently
• Provide examples of past customer service experiences
• Demonstrate flexibility and adaptability in professional scenarios

ATS Keywords: Customer Service, Communication, Analytical Skills, Critical Thinking, Problem Solving, Empathy, Team Interaction

ASSUMPTION: The recruitment process is designed to identify candidates who can thrive in a dynamic, fast-paced environment.

🛠️ Tools & Technologies

• CRM platforms for customer relationship management
• Communication tools like email and chat systems
• Online auction and marketplace management systems

ASSUMPTION: Familiarity with digital communication tools is essential to manage multi-channel interactions effectively.

👔 Cultural Fit Considerations

Company Values:

• Ownership and driving impact
• Adaptability to change and feedback
• Passion for the company mission and customers

Work Style:

• Open and inclusive communication
• Collaborative teamwork environment
• Emphasis on personal and professional growth

Self-Assessment Questions:

• Do you thrive in a multilingual environment?
• Are you adaptable to new challenges in a fast-paced setting?
• Can you commit to working flexible hours, including weekends?

ASSUMPTION: The company values individuals who are not only skilled but also culturally adaptable and collaborative.

⚠️ Potential Challenges

• Managing high customer service volumes
• Navigating multilingual communication barriers
• Balancing office and remote work requirements
• Adapting to holiday and weekend work schedules

ASSUMPTION: High volumes and diverse customer queries demand excellent time management and situational adaptability.

📈 Similar Roles Comparison

• Language-focused roles typically offer similar or lower compensation without benefits
• Less frequent need for weekend work in comparable positions
• Fewer opportunities for cross-departmental collaboration in similar companies

ASSUMPTION: This role offers unique benefits and compensation, particularly for bilingual candidates.

📝 Sample Projects

• Resolving complex disputes between buyers and sellers
• Developing feedback loops with sales and expert teams
• Innovating customer service protocols for efficiency improvements

ASSUMPTION: Projects are expected to enhance existing structures and improve cross-departmental communication and problem-solving.

❓ Key Questions to Ask During Interview

• What specific tools and materials does the company use for customer service?
• How does Catawiki handle customer feedback and integrate it into service improvements?
• What are the company’s future goals, and how does this role contribute?
• What opportunities for professional growth are available in this role?
• How is success measured for a Customer Service Representative at Catawiki?

ASSUMPTION: Insightful questions about integration in team dynamics and growth will reflect well on applicants.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Catawiki website
• Ensure your CV and cover letter are in English
• Highlight relevant language and customer service experience
• Prepare to demonstrate problem-solving in simulated scenarios
• Familiarize yourself with Catawiki's core values and mission statement

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