Customer Service Representative Mandarin And English Interim

## About the role At Catawiki, you have the opportunity to engage and delight our broad variety of customers (Sellers and Buyers) by solving complex challenges and managing disputes and complaints. You make sure that customer queries are addressed and resolved in a correct and timely manner via diverse channels (chat, email, phone, social media). When there is a dispute between a seller and a buyer, you will mediate between the customers and find a solution that works for both. The customer service department plays an essential role in Catawiki, as our customer service representatives ensure that our customers return to our platform on a regular basis and thereby directly help grow the business. The customer service department is also a crucial link between departments, closely working with Sales and our Experts as well as other departments to improve the overall Customer Experience. Through their close customer contact, CS brings valuable feedback on possibilities for improvements in our services. ## Responsibilities * Engage and delight our broad variety of customers (Sellers and Buyers) by solving complex challenges and managing disputes and complaints. * Make sure that customer queries are addressed and resolved in a correct and timely manner via diverse channels (chat, email, phone, social media). * Mediate between customers when there is a dispute between a seller and a buyer and find a solution that works for both. * Ensure that customers return to our platform on a regular basis, directly helping to grow the business. * Act as a crucial link between departments, closely working with Sales and our Experts as well as other departments to improve the overall Customer Experience. * Bring valuable feedback on possibilities for improvements in our services through close customer contact. ## Requirements * 1 to 4 years of direct experience in Customer Service or Content Moderation. Experience with Live Channels is highly valued. * Professional speaking and writing skills in Mandarin and English; strong communication skills. * Strong analytical and critical thinking skills. * Preferably, previous experience in a customer service environment or a customer-related role (hospitality, tourism, retail, call-centre, etc.). * Ability to quickly switch between various customer channels, like phone and e-mail communications. * Ability to positively interact with your team and other departments. * Available to work 40 hours per week. * Willing to commute to the Lisbon office and work in the office at least 2 days per week. * Flexible with working at least 2 weekends a month and on some public holidays. * This role is based in Lisbon, Portugal. ## What we offer * A competitive Annual Gross Base Salary of 18.000€-23.000€ depending on your level, competencies, and overall experience. * Health Insurance from day 1 (including dental coverage), with access to multiple hospitals and clinics and a vast wellness network. * A Work From Home Allowance to help with your monthly household bills. * Commuting between your home and our office is covered by Catawiki. * Amazing Office right in the centre of Lisbon. ## About the company Hear what our current CS Representative say about the role: "As a CS International Representative at Catawiki, I enjoy being part of a team that strives to provide an excellent level of service to our buyers and sellers. Working with customers who are passionate about their special objects keeps the role engaging and fulfilling. No two cases are the same, and we are continually learning and adapting to the fast-paced, exciting environment that working at Catawiki brings. It is valuable to be a part of such a diverse and inclusive company where our voices are valued and heard. We are equipped with the tools and support to thrive as specialists and grow within Catawiki."