About this role.
Catawiki is seeking a bilingual Customer Service Representative (Mandarin and English) for a 7-month interim contract based in Lisbon. The role involves resolving customer queries, mediating disputes, and providing support across multiple channels. The ideal candidate has 1-4 years of customer service experience and strong communication skills. The position offers a competitive salary of €18,000-€23,000 and the opportunity to work in a dynamic, fast-paced environment.
Role DNA
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Job Complexity
3/5Pace & 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 Manager,
I am writing to express my interest in the Customer Service Representative position at Catawiki. With my fluency in Mandarin and English and 3 years of customer service experience, I am excited about the opportunity to assist buyers and sellers in resolving disputes and ensuring a positive experience.
I am known for my patience, empathy, and problem-solving skills, and I thrive in fast-paced environments. I particularly admire Catawiki's mission to make special objects accessible to everyone.
I look forward to bringing my dedication to excellent customer service to your team.
Sincerely, [Your Name]
Sample interview questions
I would first listen empathetically to the customer's concerns without interrupting, then acknowledge their frustration and apologize for any inconvenience. I would carefully review the case details, explain the resolution process clearly, and offer alternative solutions if possible. If needed, I would escalate the issue to a senior team member while keeping the customer informed throughout.
In my previous role, I handled a dispute where a buyer claimed an item was damaged during shipping, while the seller insisted it was in good condition. I listened to both perspectives, reviewed the evidence, and proposed a partial refund as a fair compromise. Both parties accepted, and the issue was resolved without further escalation.
I prioritize urgent cases and use a triage system to identify high-priority issues. I keep a structured to-do list and allocate specific time blocks for each channel, ensuring that no query is left unattended for too long. I also leverage macros for common questions to save time while maintaining a personal touch.
I am drawn to Catawiki's unique mission and the opportunity to work with extraordinary objects. I align strongly with the value of taking ownership and driving impact, as I always strive to resolve issues thoroughly. I also embrace change and feedback, which I see as essential for growth, and I am passionate about creating delightful customer experiences.
Once, a customer was looking for a specific vintage watch and was disappointed that it was out of stock. I went above and beyond by searching similar items, setting up an alert for when the watch was listed, and personally notifying the customer when it appeared. The customer was thrilled and made the purchase, leaving positive feedback for the team.
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 Mandarin 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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