Experienced Customer Service Representative & Japanese & English (Interim) - Join arenaflex's Diverse & Inclusive Team
At arenaflex, we're on a mission to become the world's most popular destination for special objects. As a one-of-a-kind marketplace for buying and selling exceptional items, we're passionate about providing an exceptional customer experience. We're now seeking an experienced Customer Service Representative who is fluent in Japanese and English to join our team on an interim basis.
About arenaflex
arenaflex is a growing, diverse, and sustainable scale-up that proudly lives by its core values:
- Taking ownership and driving impact
- Being open to change and feedback
- Being passionate about our mission and our customers
We're a global organisation that serves millions of customers across 80+ categories, and we're committed to making every Catawikian feel welcomed and empowered. Our flat structure means that every role has a broad scope that directly impacts both our customers and the business.
The Role
As a Customer Service Representative at arenaflex, you'll 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'll 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'll 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 service to our customers via diverse channels (chat, email, phone, social media)
- Manage disputes and complaints between sellers and buyers
- Mediate between customers to find a solution that works for both
- Collaborate with other departments to improve the overall Customer Experience
- Provide 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 e-mail 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
* Previous experience in a customer service environment or a customer-related role (hospitality, tourism, retail, call-center, etc.)
- Experience working in a fast-paced, dynamic environment
- Knowledge of the e-commerce industry and customer service best practices
- Experience working with diverse customer bases and cultures
Skills and Competencies
* Excellent communication and interpersonal skills
- Strong analytical and critical thinking skills
- Ability to work in a fast-paced, dynamic environment
- Ability to positively interact with your team and other departments
- Strong problem-solving skills and ability to think creatively
- Ability to work independently and as part of a team
- Strong attention to detail and organizational skills
Career Growth Opportunities and Learning Benefits
* Clear development plans and mentorship programmes designed to support your career progression
- Opportunities to learn and grow with our team and take on new challenges
- Access to our Learning & Development initiatives, including training and development programmes
- Opportunities to work on high-impact projects and contribute to the growth and success of arenaflex
Work Environment and Company Culture
* Our vibrant offices in Amsterdam, Paris, and Lisbon are designed to inspire and connect
- Most Catawikians are within commuting distance of one of our offices and enjoy the flexibility of a hybrid work model
- We foster an inclusive and queer-friendly work environment, committed to making every Catawikian feel welcomed and empowered
- We're a passionate, diverse, and collaborative team of 800+ Catawikains and 60+ nationalities
Compensation, Perks, and Benefits
* 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
How to Apply
If you're excited about this role and want to join our team, please submit your application directly with an English CV and cover letter. By submitting your application, you agree to arenaflex's Applicant Privacy Policy. Don't be discouraged if your past experience doesn't align perfectly with every qualification in the job description. We encourage you to apply anyway, as you may be just the right candidate for this or other roles. Apply to this job Apply for this job