Customer Service Agent Job at Mercell

Customer Service Agent

Mercell

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Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

At Mercell, we’re on a mission to revolutionize public procurement by making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make great deals 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 team 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.

Job Responsibility:

Provide first-line support via phone, email, and digital channels to customers across different markets
Investigate platform-related issues and guide customers through solutions clearly and efficiently
Ensure accurate case documentation and follow-up in CRM/support systems
Escalate complex issues appropriately while maintaining ownership of customer communication
Contribute to maintaining high customer satisfaction and service level targets (SLAs)
Identify recurring issues and proactively share feedback internally to improve product and processes
Support onboarding and basic product guidance for new customers where relevant

Requirements:

Proven experience (ideally 2+ years) in customer service, support, helpdesk, or a similar client-facing role
Strong communication skills with the ability to explain technical topics clearly and simply
Structured and organized approach to successfully navigate multiple priorities simultaneously
Problem-solving mindset and ability to stay calm under pressure
Comfortable working with support systems, CRM tools, and digital platforms
Fluency in English and at least one of the following languages: Swedish, Norwegian, Danish, Dutch, German, Finnish (depending on market)

Nice to have:

Fluency in a third language (of the following): Swedish, Norwegian, Danish, Dutch, German, Finnish (depending on market), is a plus
Experience supporting SaaS platforms or digital products
Familiarity with public sector environments or procurement processes
Experience working in a fast-paced, international environment
Interest in process improvement and service optimization

What we offer:

Hybrid work to support work-life balance
Health and insurance plans (may differ per country/office)
Pension plans
Paid parental leave
Social happenings
Competitive salary packages

Additional Information:

Job Posted:
March 20, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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