About this role.
Catawiki is seeking an interim Customer Service Representative fluent in Romanian and English to handle buyer and seller queries via chat, email, phone, and social media. Based in Lisbon, Portugal, the 7-month fixed-term contract involves resolving disputes and complaints while delivering excellent customer support. The role requires strong analytical skills, empathy, and the ability to switch between channels quickly. The position offers a competitive gross annual salary of €18,000-€23,000 and the opportunity to work in a dynamic, fast-paced environment with a diverse team.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & Pressure
5/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader EU market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Service Representative position at Catawiki. With fluency in Romanian and English and a passion for delivering outstanding support, I am confident in my ability to handle complex enquiries and disputes across chat, email, phone, and social media. My previous experience in customer service has equipped me with strong communication and empathy skills, enabling me to resolve issues effectively and leave customers satisfied.
I am especially drawn to Catawiki's mission to make extraordinary objects accessible to everyone. The fast-paced environment and the opportunity to interact with passionate buyers and sellers are exactly what I am looking for. I am flexible with the required working schedule, including weekends and public holidays, and can start in September.
Thank you for considering my application. I look forward to the possibility of contributing to your team and helping Catawiki deliver an exceptional customer experience.
Sincerely, [Your Name]
Sample interview questions
I would first listen actively and empathize with the customer, acknowledging their frustration. Then I would investigate the order details, provide a clear explanation for the delay, and offer a practical solution, such as expedited shipping or a partial refund. I would follow up to ensure the issue is fully resolved and the customer feels valued.
In my previous role, a buyer claimed an item was damaged while the seller insisted it was shipped in good condition. I calmly gathered evidence from both sides, including photos and shipment tracking, and communicated a fair resolution by offering a partial refund covered by our policy. Both parties accepted, and the customer remained loyal to the platform.
I use a triage approach: assess urgency and complexity quickly. Phone and live chat take priority because they require immediate responses, while email queries are handled in queue based on their timestamps and severity. I also use available CRM tools to track and ensure no query is missed, and I escalate when necessary.
I am passionate about extraordinary objects and the unique marketplace Catawiki offers. I take ownership of every customer interaction, driving positive outcomes, and I am open to feedback to continuously improve. My ability to stay customer-focused even in fast-paced situations directly supports Catawiki's mission and values.
I remind myself that each customer is an individual with a real issue, and I use positive self-talk to stay patient. I also take brief mental breaks between calls, and I focus on what I can do to help rather than the negativity. My goal is always to leave the customer feeling heard and supported.
At Catawiki, every day brings the extraordinary! Whether it’s Daniel Ricciardo’s Formula 1 Car, a Woolly Mammoth’s Skeleton, Lady Gaga’s Jumpsuit or Usain Bolt’s running shoe, we encounter exceptional objects every day.
We’re a one-of-a-kind marketplace for buying and selling special objects. Each week, more than 100,000 unique items are auctioned, all carefully curated by our passionate in-house experts.
Having sold over 25 million unique objects, our mission is to become the world’s most popular destination for special objects. As a growing, diverse and sustainable scale-up, we proudly live by three core values. If these values resonate with you, we’d love to explore how you can join us.
- Taking ownership and driving impact
- Being open to change and feedback
- Being passionate about our mission and our customers.
IMPORTANT NOTE:
This position is for an Interim fixed-term 7-month contract (starting September 2026), with possible extension depending on performance and business needs.
What does the role involve?
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.
This is who you are
You are motivated by providing delight to our customers, you can communicate clearly, and providing excellent customer support is your main goal. You will try your utmost to find fitting solutions to all problems, and you do this in a patient and empathetic way. In addition, you are:
- 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 Romanian 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.
- You are willing to commute to our Lisbon office and work in the office at least 2 days per week.
- You are flexible with working at least 2 weekends a month and on some public holidays.
- This role is based in Lisbon, Portugal.
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.”.
In return
- 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.
Why You’ll Love Working with Us
- Create a visible impact by working at scale in a global organisation serving millions of customers across 80+ categories. In our flat structure, every role has a broad scope and directly impacts both our customers and the business.
- Learn and grow through our Learning & Development initiatives, including clear development plans and mentorship programmes to support your career progression.
- A culture of connection defines us. We’re a passionate, diverse team of 800+ Catawikians representing 60+ nationalities. We foster an inclusive and queer-friendly environment where everyone is encouraged to bring their full self to work.
- Celebrate life’s moments with us. You’ll receive a €100 Catavoucher when you join, a €50 Catavoucher on your birthday, and an extra day off each year to “Pursue Your Passion”. We also offer additional leave for key work anniversaries and important life events. Benefits may vary by location.
Our Offices and Way of Working
Our vibrant offices in Amsterdam and Lisbon are designed to inspire collaboration. Most Catawikians operate in a hybrid setup, combining office-based and remote work, with a minimum of two days per week in the office, unless a role is explicitly stated as fully remote or fully office-based.
Interested?
Apply with an English CV and Cover Letter. By applying, you agree to Catawiki’s Applicant Privacy Policy. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply anyway. You may be just the right candidate for this or other roles.
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