Job Description
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 & Interim at arenaflex, you will be at the forefront of delivering exceptional customer experiences, ensuring that our customers are delighted and supported every step of the way. **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 create a platform that's both exciting and inclusive. Our core values drive everything we do: 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 & Interim 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 service 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 * Ensure customer queries are addressed and resolved in a correct and timely manner * Work closely 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 Italian 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.) * Ability to work in a fast-paced, dynamic environment * Strong problem-solving skills * Ability to work independently and as part of a team * Strong communication and interpersonal skills **Skills and Competencies** * Excellent communication and interpersonal skills * Strong analytical and critical thinking skills * Ability to work in a fast-paced, dynamic environment * Strong problem-solving skills * Ability to work independently and as part of a team * Strong customer service skills * Ability to adapt to changing priorities and deadlines **Career Growth Opportunities and Learning Benefits** At arenaflex, we believe in the importance of continuous learning and growth. As a Customer Service Representative & Interim, you will have the opportunity to develop your skills and knowledge in a dynamic and supportive environment. We offer a range of training and development programs, including: * On-the-job training and coaching * Regular feedback and performance reviews * Opportunities for career advancement and professional growth * Access to industry-leading tools and technologies * A collaborative and supportive work environment **Work Environment and Company Culture** 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. That said, some roles may be an exception: if the job description states that the position is fully remote or 100% office-based, that arrangement will apply instead. At arenaflex, we value diversity, inclusivity, and collaboration. We believe in creating a workplace that's welcoming and empowering for everyone. Our company culture is built on a foundation of trust, respect, and open communication. We encourage our employees to be their authentic selves and to bring their unique perspectives and ideas to the table. **Compensation, Perks, and Benefits** As a Customer Service Representative & Interim at arenaflex, you can expect a competitive salary and a range of benefits, including: * 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 arenaflex * Amazing Office right in the centre of Lisbon **Why You'll Love Working with Us** At arenaflex, we're passionate about creating a workplace that's both exciting and inclusive. Here are just a few reasons why you'll love working with us: * **Create a Visible Impact**: Work at scale in a global organisation that serves millions of customers across 80+ categories. In our flat structure, every role has a broad scope that directly impacts both our customers and the business. * **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**: We're a passionate, diverse and collaborative team of 800+ arenaflex employees and 60+ nationalities, all coming together to build a one-of-a-kind marketplace. We foster an inclusive and queer-friendly work environment, committed to making every arenaflex employee feel welcomed and empowered. * **Celebrate Life's Moments**: When you join us, you'll receive a €100 arenaflex voucher, and on each birthday, you'll get a €50 arenaflex voucher to celebrate. Enjoy an extra day off each year to "Pursue Your Passion". We also recognise significant work anniversaries (3, 5, 8, 10 years) with additional time off, plus extra leave for life's big moments like marriage, engagements, or moving house. **How to Apply** If you're excited about this role and want to be part of a dynamic and supportive team, please submit your application by clicking the link below. By submitting your application, you agree to arenaflex's Applicant Privacy Policy. We can't wait to hear from you! Apply for this job