Trustly26d ago

Merchant Service Agent

StockholmFull-timemid

OtherMerchant

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Quick Summary

Overview

WHO WE ARE At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments,

Technical Tools

OtherMerchant

WHO WE ARE

At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

Our Ambition: To build the world’s most disruptive payment network and redefine what the payment experience should feel like.

Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that’s transforming the way the world pays.

ABOUT THE TEAM

At Trustly’s Merchant Service we strive to provide an industry leading service experience to our customers. We go above and beyond by assisting customers efficiently, accurately and with a friendly touch. We believe that's the key to delivering great customer service. We work closely with other departments to continuously improve our services and products to meet current and future customers’ needs.

The Merchant Service organisation consists of Merchant Service Agents located in Sweden, Portugal and Malta. For this opportunity we are looking for a Merchant Service Agent located in Stockholm, Sweden. The team's primary objective is to deliver high-qualitative support to Trustly’s B2B customers in an efficient and customer obsessed manner.

ABOUT THE ROLE

As a Merchant Service Agent you will support our merchants by investigating and resolving technical payment issues, provide feedback and drive improvements together with the merchants and your team. We always aim to provide the best possible service and solutions to our customers and colleagues. You will be working on a shift basis, covering Monday to Sunday from 8 am to 8 pm. The position is based in our Swedish office.

Being the first line of contact for our merchants – act as a Trustly ambassador

Provide efficient and professional support to our customers, expertly managing and resolving support tickets.

Collaborating with other teams within the company to resolve merchant inquiries in an efficient and timely manner

Contribute to our knowledge base by creating and updating internal and external documentation, as well as developing clear internal procedures.

Actively participate in cross-functional and internal projects aimed at optimizing processes and enhancing customer satisfaction.

Work towards set targets, goals and objectives as an individual and together with the team

Service-minded and passionate about creating an outstanding customer experience

1-2 years of experience within Support functions

You thrive in a fast-paced and changing environment, and are a natural when it comes to finding new solutions and opportunities while maintaining a detailed and structured approach

You are a problem solver that takes ownership and can work independently as well as in collaboration with the team

You have strong knowledge and understanding of online payments and experience working with customer service in Payments, E-com, or Financial Services

Fluency in English, both written and verbal, is required. Proficiency in and Swedish, Danish, Finnish, or German is considered an advantage

Ability to work on a shift basis, including evenings, weekends and holidays