Workly

Customer Experience Specialist - French

At Catawiki

The Netherlands

Who we are

A piece of the moon, a complete dinosaur skeleton, the Pope's hat, the world's smallest book - at Catawiki, we come across exceptional objects such as these every day. The special object you’ve been searching for, or a new and unexpected interest you never thought you’d have: the more you look, the more you’ll find. And at Catawiki, there’s always more to the story. 

Our experts value, authenticate and curate everything from automobiles to vintage stamps, so everything you encounter is real and layered with meaning - waiting to be found.

Our mission is to connect passionate enthusiasts with the objects that tell their stories. As Europe’s fastest growing online auction platform, we help over 10 million people discover new treasures 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 and have since grown to over 650 Catawikians, working across 7 international offices, while maintaining our start-up mentality every step of the way. In December 2020 we received a new €150m investment round led by Permira and are excited to be growing out our team and business further across the world.

What does the work involve?
Your goal is to delight our broad variety of customers (Sellers and Buyers) by solving complex challenges, answering questions and supporting them by solving their issues over phone and Email. When there is a dispute between a seller and a buyer, you will mediate between each customer and find a solution that works for both. The customer experience department plays a crucial role in ensuring customers come back to Catawiki again and again. Aside from this you will:
  • Be responsible for managing disputes and complaints, making sure customer issues and questions are addressed and resolved in a correct and timely manner via phone and/ or email;
  • Based on your extensive communication with our customers, you’ll look out for possibilities for improvements in our services and work together with other departments to improve the overall Customer Experience.
 
This is who you are 
You are motivated by providing delight to our customers, you can communicate clearly and customer satisfaction is your main goal. You will try your utmost to find fitting solutions to all problems and you do this in a patient, and empathetic way. In addition you are:
  • Fluent in French , in both speaking and writing and have a sufficient command of the English language; 
  • You are based in The Netherlands and experienced in complaint handling or a customer related role (hospitality, tourism, retail, call-center etc);
  • Quickly able to switch between  phone and e-mail communications;
  • Available to work a minimum of 28 hours per week, preferably 32-40 hours per week;
  • Flexible to work 2 evenings  per week, with the last shift ending at 19:00PM;
  • You are flexible to work at least 2 weekends a month and able to work on some public holidays;
 
What we offer
  • A challenging job in a dynamic, fast-growing and international organisation;
  • The possibility to work remotely (hybrid) from home; 
  • A start salary of 2000 gross per month (based on 40 hours per week);
  • Travel allowance if have to travel to the office and you live more than 10 kms from the site;
  • Catawikians who are performing well receive a permanent contract after 12 months;
  • Stock Options: All Catawikians are granted 100 Stock Options after 12 months;
  • Great secondary benefits including 25 holiday days, holiday allowance, a fantastic pension plan paid for by Catawiki, Membership to Headspace (the mindfulness app) and a bike lease plan;
  • Regular fun on and offline employee activities;
  • Freedom and responsibility to organise your work efficiently and friendly colleagues who are willing to help you; 
  • Lots of room to learn and grow, with excellent opportunities for career development towards sales, marketing or a lead agent role in the Customer Experience department. 

Application procedure
Our recruitment process is designed to be fair, efficient and transparent. It involves:
  1. A call with a recruiter from Catawiki followed by our “Customer Service” written task .
  2. Interview with a manager and a colleague from the Customer Experience team.
  3. Offer and Hire! Every first week of the month we start a new training group! 

https://vonq.io/3eOmhhp
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