Customer Service Agent

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.

Your Mission
As a 1st Line Customer Service Agent at Mercell, your mission is to deliver outstanding customer support by providing timely, accurate, and professional assistance. As the first point of contact, you will guide customers through product usage, troubleshoot technical issues, and enhance their overall experience. Your role is crucial in fostering customer loyalty, gathering valuable feedback, and collaborating with internal teams to improve our products and services continuously.

You will be a part of a team with colleagues based in the Netherlands, Denmark, and Germany. The Dutch team currently consists of five agents, and you will report directly to the Team Lead.

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

• Strong Communication Skills – Ability to actively listen, clearly convey information, and maintain a professional and customer-focused approach across various communication channels
• Problem-Solving Mindset – A proactive attitude towards troubleshooting, resolving customer issues efficiently, and escalating when necessary.
• Adaptability & Product Knowledge – Willingness to learn and keep up with fast pace evolving products, services, and technical requirements.
• Time Management & Multitasking – Capability to handle multiple inquiries efficiently while prioritizing tasks to ensure a seamless customer experience.

Core Responsibilities

• Multi-Channel Inquiry Management – Handle multiple customer inquiries simultaneously across different communication channels, prioritize workload effectively, and maintain detailed documentation using Jira and other tools.

• Customer Communication & Support – actively listen to customer needs, provide clear and professional responses, and follow up as needed to ensure issue resolution.
• Technical Troubleshooting & Guidance – Assist customers with technical issues, provide accurate product information, and escalate complex problems to the appropriate teams when necessary.
• Collaboration & Continuous Improvement – Work closely with internal teams to enhance the customer journey, contribute to product and service improvements, and update self-help knowledge base articles to empower users.

Required Qualifications

• Experience in a customer service or help desk role.
• Professional-level fluency in both written and spoken Dutch and English.
Strong technical aptitude and problem-solving skills.

Preferred Qualifications

• Experience supporting public sector customers.
• Basic knowledge of procurement processes.
• Work experience within a SaaS environment.

Start date: As soon as possible
Duration: Full time, Permanent
Workplace type: Hybrid remote
Location: Utrecht, Netherlands
Application Deadline: 09.03.2025. 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 https://career.mercell.com/posts/our-perks-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 looking forward to receiving your application!

If you have questions for this position, we are happy to chat with you. Please reach out to Line Tonna, Group Director Customer Service & Support
Email: line.tonna@mercell.com

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.