Customer Service Agent

11 hours ago

Odense, Denmark Mercell Danmark AS Full time

Working at Mercell

At Mercell, we're on a mission to revolutionise 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 Customer Service Agent working 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 usage 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. Adaptability to changing or evolving products and effective time management are key attributes for success in this dynamic role. Mercell’s customer loyalty is directly affected by this frontline representative.

As the ideal candidate for this role, you have a strong passion for providing our customers the best possible experience. You have a positive and flexible attitude to change and see it as an opportunity for development, both as an individual and as an employee.

We see the following qualities as important 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

  • Communicate with our customers via phone calls or our online platforms
  • Provide excellent support and guidance to our customers in our online platforms
  • Contribute to a great collaboration in the team and across borders on knowledge sharing
  • Be proactive in helping decrease the amount of incoming calls and tickets by creating articles, educating our customers and always staying one step ahead of the market trends.
  • Teach other employees to support the relevant product

Required Qualifications

  • Proven experience in customer service, customer support or other customer related roles
  • Fluent in Estonian and English, both written and spoken language
  • Strong digital literacy skills and proven ability to navigate within unfamiliar software
  • Solid understanding of confidentiality and other professional codes of conduct

Preferred Qualifications

  • Having experience with public tendering and e-procurement is a strong plus
  • Experience from being a super-user and teaching others is an advantage

Start date: As soon as possible

Duration: Full Time

Workplace type: Hybrid Remote

Location: Tallinn, Estonia

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 our perks and benefits 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.

We will continuously invite qualified candidates for job interviews and will close the job post as soon as we have found the right candidate for this role.

Application Deadline: 18.08.2024. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them.

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.

Department: Customer Service

Locations: Tallinn

Remote status: Hybrid Remote

About Mercell
Mercell is the largest public tendering and bidding platform for European buyers and suppliers, dedicated to enhancing connectivity between public buyers and suppliers. We make tenders compliant and easy, while enabling equal opportunity for all suppliers to the public sector.

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