About this role.
This is a customer service representative role at Catawiki, an online marketplace for special objects, based in Lisbon, Portugal. The position is an interim 7-month contract starting September 2026, requiring fluency in German and English. The representative will handle customer queries, disputes, and complaints via multiple channels, working with sales and experts to improve customer experience. The ideal candidate has 1-4 years of customer service experience, strong analytical skills, and flexibility for weekends and office work. The role offers a competitive salary of €18,000-€23,000 annually.
Role DNA
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Job Complexity
2/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Team,
I am writing to express my strong interest in the Customer Service Representative position at Catawiki. With native-level German and English, and over 3 years of customer support experience, I have developed the communication and problem-solving skills needed to delight customers and resolve disputes effectively.
I am particularly drawn to Catawiki's dynamic, fast-paced environment and the opportunity to work with unique objects. My ability to switch between channels and collaborate with cross-functional teams aligns perfectly with the role's requirements.
I am flexible with scheduling, including weekends, and excited to contribute to a diverse and inclusive company. Thank you for considering my application; I look forward to discussing how I can add value to your team.
Sincerely, [Your Name]
Sample interview questions
Sure. In my previous role, a customer was upset about a delayed order. I listened actively, apologized, and investigated the issue. I provided a clear timeline and offered a small discount as compensation. The customer appreciated the transparency and continued using our service.
I love the uniqueness of Catawiki's marketplace and the fact that every day brings special objects. I also value the company's core values, especially taking ownership and being open to change. It feels like a place where I can grow and make a real impact on customer experience.
I use a structured approach: I prioritize urgent queries, keep concise notes, and use CRM tools to stay organized. I also make sure to maintain a calm and focused mindset, which helps me transition smoothly from a phone call to an email without losing context.
I understand that customer service must be available when customers need it. I plan my personal activities around my schedule and ensure I get enough rest. I've worked weekend shifts before and find that a positive attitude and good time management keep me energized.
I would first listen to both sides without bias, asking clarifying questions to understand the issue. Then I would review any available evidence and company policies. I would propose a fair solution, typically a partial refund or return, and communicate it clearly to both parties to ensure mutual satisfaction.
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 German 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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