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About Catawiki

Catawiki is a leading online marketplace where specialists and collectors connect with buyers worldwide. This interim Customer Service role is based in Lisbon, Portugal.

Role

As a Customer Service Representative - German and English (Interim), you will be the frontline contact for German- and English-speaking customers, helping them with orders, payments, shipping, returns, and account questions. You will represent Catawiki with a friendly, professional approach and uphold the company's commitment to excellent customer experience.

Key Responsibilities

Respond to customer inquiries in German and English via email, live chat, and phone.
Resolve issues related to orders, payments, shipments, refunds, and account access; document interactions in our CRM.
Escalate complex cases to appropriate teams and track resolutions to meet service level targets.
Maintain and update knowledge base and FAQs; contribute to process improvements.
Collaborate with cross-functional teams in a fast-paced online marketplace environment.

Requirements

Fluency in German and English (spoken and written).
Strong communication, problem-solving, and interpersonal skills.
Experience in customer service or e-commerce is preferred.
Willingness to work onsite in Lisbon, Portugal; ability to adapt to an interim assignment.
Proficiency with CRM tools and basic computer literacy; familiarity with ticketing systems is a plus.

Notes

This is an onsite role based in Lisbon. Benefits and additional details are not specified in the current posting.

Catawiki