Customer Service Agent

1 week ago

Odense, Denmark Mercell Full time
Working at Mercell

At Mercell, we're on a mission to revolutionize public procurement, making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make a great deal easier and shape the future. That's what we're all about.

With a dynamic culture built on continuous growth, trust, and collaboration, Mercell offers an environment where your talents can thrive. You will be part of an international environment with ambitious and dedicated colleagues who are passionate about what they do and supported to be themselves.

Together, let's shape the future and create real value for society, one innovative solution at a time.

Your mission:

As a 1st line customer service agent for Mercell, your role is crucial in ensuring a positive customer experience. You’ll engage with customers in various ways, using strong verbal and written communication skills to address inquiries and provide solutions. This role involves efficiently managing multiple customer interactions, resolving technical issues, and documenting interactions in our ticketing system. You’ll play an important role in guiding our customers in the usages of our products, provide technical support, collect valuable feedback, and collaborate with other teams to enhance the overall customer journey and improve our products and services.

We see the following qualities crucial to thrive and evolve in this role:

  • Customer minded and great communicator with empathy
  • Calm, patient and detail oriented
  • Self-driven: Enjoys to work in a dynamic environment with tight deadlines
  • Curious and fast learner

Core Responsibilities:

  • Customer Communication: Actively listening and willing to help, respond to customer inquiries promptly and professionally, strong verbal and written communication skills, following up as defined with customers, high awareness of confidentiality to ensure Mercell complies to legal and ethical demands
  • Multi-Channel Support: Handle multiple customer inquiries simultaneously and efficiently across different communication channels, prioritise and manage workload to ensure timely responses to all customer queries.
  • Technical Proficiency: Utilise Jira and other relevant tools to streamline and enhance customer interactions, possess in-depth knowledge of relevant software, products, and services offered by Mercell, stay updated on product features, updates, and technical aspects to provide accurate and helpful information to customers, troubleshoot and resolve basic technical issues, escalating more complex problems to appropriate teams.
  • Time Management: Efficiently manage time and workload to meet or exceed customer service & support goals, prioritise tasks based on urgency and impact on customer experience.
  • Problem Resolution: Analyse customer needs and issues to provide appropriate and effective solutions, collaborate with internal teams to address and resolve customer problems, escalate unresolved issues to higher levels of support when necessary.

Required Qualifications

  • Previous experience in a customer facing role
  • MBO/HBO level of thinking and work.
  • Strong communication skills, both written and verbal, in Danish and English (C1 level required)
  • Experience working with various customer service software systems and/or an affinity for quickly learning new software
  • Solid understanding of confidentiality and other professional codes of conduct

Preferred Qualifications

  • Experience with public tendering and e-procurement is a strong plus.
  • Other European languages (Dutch, German, Swedish, Norwegian, Finnish) is a plus.

Start date: As soon as possible

Duration: Full-time

Workplace type: Hybrid remote (minimum 3 days on-site required)

Location: Odense, Denmark

Application Deadline: 16.09.204. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them

What We Offer

As a fast-growing technology company, we are committed to taking care of our employees through initiatives such as hybrid work to support work-life balance, health and insurance plans (may differ per country/office), pension plans, paid parental leave, social happenings and competitive salary packages. Please see to get more insights on what to expect of perks, benefits and culture when joining Mercell.

Has this sparked your interest?

Then we can't wait to have you join our mission and look forward to receiving your application

If you have questions for this position, we are happy to chat with you. Please reach out to Misty Kennedy, Team Lead Customer Service NL/DK,

We may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this. #J-18808-Ljbffr

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