📌 Core Information
🔹 Job Title: Customer Service Representative - Italian 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:
- Engaging with a diverse customer base of Sellers and Buyers.
- Solving complex challenges and managing disputes effectively.
- Ensuring timely resolution of customer queries via multiple channels such as chat, email, phone, and social media.
- Collaborating closely with Sales, Experts, and other departments to enhance Customer Experience.
ASSUMPTION: This role requires a dynamic and adaptive approach to handle various customer service tasks, reflecting the company's emphasis on providing exceptional service. The hybrid model indicates flexibility, with the potential to work both remotely and on-site.
📋 Key Responsibilities
✅ Engage and delight customers by solving complex challenges.
✅ Manage disputes and complaints effectively between buyers and sellers.
✅ Ensure customer queries are addressed and resolved in a timely manner across various channels.
✅ Provide valuable feedback for service improvements through close customer contact.
ASSUMPTION: The job likely involves daily interaction with clients and requires strong mediation skills, particularly for resolving buyer-seller disputes.
🎯 Required Qualifications
Education: Not specified
Experience: Previous experience in customer service or related fields is preferred.
Required Skills:
- Professional speaking and writing skills in Italian and English.
- Strong communication, analytical, and critical thinking skills.
- Ability to switch quickly between various customer channels.
Preferred Skills:
- Previous experience in customer-related roles (hospitality, tourism, retail, etc.).
- Flexibility to work at least 2 weekends a month and some public holidays.
ASSUMPTION: Language proficiency and communication skills are critical for this role to address international customers effectively.
💰 Compensation & Benefits
Salary Range: €18,000 - €23,000 annually, based on experience and competencies.
Benefits:
- Health Insurance from day 1, including dental coverage.
- Work From Home Allowance.
- Commuting costs covered by Catawiki.
- Accessible office located in the center of Lisbon.
Working Hours: Full time, 40 hours per week with some weekend and holiday work.
ASSUMPTION: Compensation is competitive for the Lisbon area and aligns with industry standards for multi-language customer service roles.
📌 Applicant Insights
🔍 Company Context
Industry: Internet Marketplace Platforms, focusing on unique and special objects.
Company Size: 501-1,000 employees, offering substantial international growth opportunities.
Founded: 2008
Company Description:
- Leading online marketplace specialized in special objects.
- Approximately 75,000 unique items offered weekly.
- Valuation and selection by in-house experts.
Company Specialties:
- Art and Design
- Jewellery and Fashion
- Classic Cars and Collectables
Company Website: http://www.catawiki.com
ASSUMPTION: The company's specialization in unique items suggests a need for employees to be familiar with diverse product categories, possibly requiring additional training or learning about these fields.
📊 Role Analysis
Career Level: Entry-level to early career, ideal for those starting or transitioning into customer service roles.
Reporting Structure: Likely reports to a Customer Service Manager or Lead.
Work Arrangement: Hybrid, with mandatory on-site presence in Lisbon office.
Growth Opportunities:
- Exposure to a fast-growing international business.
- Potential for advancement within the Customer Service department.
- Opportunity to develop multilingual communication and mediation skills.
ASSUMPTION: Career progression is supported through internal training and development programs, as hinted by the company's emphasis on employee development.
🌍 Location & Work Environment
Office Type: Vibrant, centrally located office in Lisbon.
Office Location(s): Lisbon, along with main offices in Amsterdam and Paris.
Geographic Context:
- Opportunity to work in a multicultural city considered a tech hub.
- Proximity to a large network of European clients and collectors.
- Cultural exposure through interaction with international colleagues.
Work Schedule: Flexible hybrid model with standard working hours and some weekend work.
ASSUMPTION: The Lisbon location provides strategic access to European markets, enriching the customer service experience with diverse cultural interactions.
💼 Interview & Application Insights
Typical Process:
- Submit application through company career page.
- Initial phone screening to assess language and communication skills.
- Formal interview with Customer Service team lead or HR.
Key Assessment Areas:
- Language proficiency (Italian and English)
- Customer handling and problem resolution skills
- Cultural fit and alignment with company values
Application Tips:
- Highlight multilingual abilities prominently on your CV.
- Prepare examples of past dispute resolutions you’ve handled.
- Research Catawiki’s marketplace and mention specific interests.
ATS Keywords: Customer Service, Italian, English, Dispute Resolution, Multichannel Support
ASSUMPTION: Recruiters emphasize language skills given the multilingual nature of the role and the international customer base.
🛠️ Tools & Technologies
- Customer Relationship Management (CRM) systems
- Multichannel support platforms (e.g., email, chat, social media)
- Internal communication and ticketing solutions
ASSUMPTION: This role requires familiarity with CRM systems and other customer service tools to efficiently manage client interactions.
👔 Cultural Fit Considerations
Company Values:
- Taking ownership and driving impact
- Openness to change and feedback
- Passionate about customers and the company's mission
Work Style:
- Collaborative and team-oriented
- Adaptable to fast-paced and dynamic environments
- Customer-focused with a problem-solving attitude
Self-Assessment Questions:
- How do I handle challenging customer interactions?
- Am I comfortable working in a multilingual and multicultural environment?
- How do I adapt to changes and feedback in the workplace?
ASSUMPTION: The company's culture emphasizes collaboration and adaptability, aligning with the dynamic nature of the marketplace.
⚠️ Potential Challenges
- Handling high-volume customer interactions efficiently.
- Balancing multiple tasks across various communication channels.
- Resolving diverse and potentially complex disputes.
- Adapting to a fast-paced, evolving industry environment.
ASSUMPTION: Strong multitasking and problem-solving skills are critical to succeeding in this role, given the complexity and diversity of customer interactions.
📈 Similar Roles Comparison
- Customer Service roles at other marketplace platforms tend to focus similarly on dispute resolution and multilingual support.
- Positions in eCommerce may offer more routine support tasks compared to the unique challenges encountered at Catawiki.
- Roles in more technical marketplaces might offer different tools and technology exposure.
ASSUMPTION: While similar in some respects, this role stands out due to the specialized nature of Catawiki's marketplace and customer base.
📝 Sample Projects
- Developing a streamlined process for resolving common seller-buyer disputes.
- Creating a multilingual FAQ to improve first-contact resolution rates.
- Collaborating with the Sales team to optimize feedback loops and improve service offerings.
ASSUMPTION: These projects would align with the role’s opportunities to impact customer service and enhance the overall marketplace experience.
❓ Key Questions to Ask During Interview
- What are the most common challenges faced by the customer service team?
- How does the company support ongoing language training?
- What opportunities exist for advancement within the customer service department?
- How does the team handle particularly difficult customer situations?
- What metrics are used to assess performance in this role?
ASSUMPTION: These questions can help gauge alignment with personal career goals and clarify role expectations.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Prepare your CV with emphasis on relevant customer service experience.
- Draft a cover letter highlighting your multilingual skills and adaptability.
- Ensure familiarity with Catawiki's platform and services before interviews.
- Reach out to existing or past employees for insights about working at Catawiki, if possible.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
