Experienced Customer Service Representative & Japanese & English Language Expert – Special Objects Marketplace
At arenaflex, every day brings the extraordinary! Whether it's a rare collectible, a unique piece of art, or a one-of-a-kind experience, we encounter exceptional objects every day. As a customer service representative, you will be the face of arenaflex, providing top-notch support to our customers and ensuring that their experience with our special objects marketplace is nothing short of exceptional.
About arenaflex
arenaflex is a one-of-a-kind marketplace for buying and selling special objects. Each week, we offer over 75,000 unique items in auction, carefully curated by our passionate in-house experts. With a mission to become the world's most popular destination for special objects, we're on a journey to make the extraordinary accessible to everyone. Our core values drive us to be the best: taking ownership and driving impact, being open to change and feedback, and being passionate about our mission and our customers.
The Role
As a customer service representative at arenaflex, you will be responsible for engaging and delighting our customers (sellers and buyers) by solving complex challenges and managing disputes and complaints. You will ensure 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 arenaflex, 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.
Key Responsibilities:
* Provide exceptional customer support via diverse channels (chat, email, phone, social media)
- Manage disputes and complaints between sellers and buyers
- Mediate between customers to find solutions that work for both
- Collaborate with Sales and Experts to improve the overall Customer Experience
- Bring valuable feedback on possibilities for improvements in our services
Essential Qualifications:
* Professional speaking and writing skills in Japanese and English
- Strong analytical and critical thinking skills
- Previous experience in a customer service environment or a customer-related role (hospitality, tourism, retail, call-center, etc.)
- Ability to quickly switch between various customer channels like phone and email communications
- Ability to positively interact with your team and other departments
- Available to work 40 hours per week
- Willing to commute to our 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
Preferred Qualifications:
* Experience working in a fast-paced, dynamic environment
- Knowledge of the special objects market or a related field
- Familiarity with customer relationship management (CRM) software
- Experience with conflict resolution and negotiation
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
- Work From Home Allowance to help with your monthly household bills
- Commuting between your home and our office is covered by arenaflex
- Amazing Office right in the centre of Lisbon
Why You'll Love Working with Us:
* Create a Visible Impact by working at scale in a global organisation that serves millions of customers across 80+ categories
- Learn and Grow with Us through our Learning & Development initiatives, which include clear development plans and mentorship programmes designed to support your career progression
- A Culture of Connection defines us. We're a passionate, diverse and collaborative team of 800+ Catawikains and 60+ nationalities, all coming together to build a one-of-a-kind marketplace
- Celebrate Life's Moments with us at arenaflex. When you join us, you'll receive a €100 Catavoucher, and on each birthday, you'll get a €50 Catavoucher to celebrate
Our Offices and Way of Working:
Our vibrant offices in Lisbon are designed to inspire and connect. Most arenaflex employees are within commuting distance of one of our offices and enjoy the flexibility of a hybrid work model. This means that you will be in the office 2 out of 5 days (40% of your working time) to collaborate and connect with your colleagues.
Interested?
Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application, you agree to arenaflex's Applicant Privacy Policy. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. Apply for this job