A piece of the moon, a complete dinosaur skeleton, the Pope's hat, the world's smallest book - at Catawiki, we come across extraordinary 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 14 million users 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 almost 500 Catawikians, working across 7 international offices, while maintaining our start-up mentality every step of the way.
About the role
As Team Lead Customer Service you are responsible for the day to day operations of the customer service activities of Catawiki. You are responsible for closely monitoring our KPI's and achieving our team goals while giving our specialists all the support they need.
Results and Responsibilities
You advise and coach team members on soft skills and best practices ultimately leading to higher productivity and high-quality team performance as to improve customer delight.
Intraday Management, like assigning tasks, monitoring incoming volumes, and adjusting schedules based on needs, absences or shifting priorities.
The team reaches the KPI's and Service Levels.
Handling cancellations that cannot be handled by (Senior) CX Specialists.
Tasks and Activities
Having 1:1 on a regular basis and yearly performance appraisals with your direct reports.
First point of contact for (Senior) CX Specialists in case of questions or advise them how to handle (more complex) questions and disputes.
Pro-actively act upon productivity and CSAT / NPS opportunities of (Senior) Customer Experience Specialists.
Support Team Manager with managing SLA's and implementing new tools, processes and procedures.
Intraday Management: Keep track of incoming phone calls/emails in different teams and look at staffing at the same time, adjust schedules when necessary to achieve the highest productivity.
Back-up Team Manager during absence.
MBO4 degree or equivalent.
Extensive work experience within a customer support team.
Experience as a Team Lead or equivalent
Very good language skills in the language which you will review employees and fluent English.
Experience in working with KPI's.
Know how to prioritize tasks and follow up on ad hoc situations
Relevant experience or affinity with identifying and implementing improvements.
Willing to work in rotating shifts including evenings, weekends and public holidays.
Minimum of 32 hours availability
Here's what we can offer you
This is your chance to become part of a fast but sustainable growing tech company! You will have an exciting role in a young, fast-growing, dynamic & international organisation. You'll be part of an enthusiastic, highly motivated team of 500+ international Catawikians; you'll have big responsibilities and can really create something. Additionally you can expect:
Working with a top notch team acting on a champions league level in a super complex dynamic environment; you will learn a lot!
A diverse and international team with over 50 different nationalities.
A great office located in the heart of Assen with an easy-going atmosphere.
Our entrepreneurial environment encourages everyone to take initiative and experiment with new ideas. You'll actively contribute to the growth of the Catawiki platform.
Tailor-made trainings to facilitate your personal and professional growth
The fun part! Our Activity Committee plans everything from 'CataFooty' to International Food Festivals, Friday Drinks, Board Game Nights, Pub Quizzes and Boot Camps!
Stock Options: All Catawikians are granted 100 Stock Options after 12 months of service.
And there's more! Paid holidays, holiday allowance and a fantastic pension plan paid for by Catawiki.
Catawiki is committed to building a diverse company and diverse teams. That includes everyone, no matter your age, ability, gender, race, religion or sexual orientation. We welcome applications from underserved and underrepresented communities. If you've got a story to tell, come and join us.
Covid-19 and hiring
As we navigate through this pandemic together, we want to reassure you that keeping candidates and our employees safe is of paramount importance to us. That's why the entire recruitment process will take place remotely, using phone and video calls. For successful applicants who end up being hired, we always ensure a safe, engaging and (for the time-being) a remote onboarding experience. We also take care to make sure all of your equipment will be sent to you by courier, so you are ready for your first day. You can Click Here to read the Coronavirus company update from our CEO, Ravi Vora.