Customer Service Agent

About Mercell Holding AS

Mercell Group is a leading e-tendering and procurement platform provider in the European market, currently on an exciting journey of further international growth supported by Viking Venture – a specialized B2B software as a service investor in the Nordic market. 

We are rapidly expanding and have during the last couple of months included post-award platforms to our product portfolio with the acquisition of Aksess Innkjøp in Norway, TrueLink and Tricom in Denmark.

Mercells platforms simplify the public procurement process in accordance with EU regulations and improve the interaction between buyers and suppliers. With the whole of Europe as a market, the Mercell Group consists currently of 270 enthusiastic employees represented in 10 countries and with our Head Office in Oslo, Norway. More than 40.000 suppliers and buyers across Northern Europe use Mercell’s platforms on a daily basis.

As we are growing fast, we need to strengthen our team with a dedicated Norwegian and English speaking Customer Service Agent, who will provide service for our Mercell users. The position is as a full time employee seated in Oslo mainly working towards our Norwegian and Swedish customers.

Responsibilities:

In the role as Customer Service Agent, you will help our customers with everything from simple IT issues such as password reset and guidance in our systems to more advanced technical support. It is important that you are a communicative person and enjoy managing customer relationships via telephone, e-mail and our ticket system. 

Your main task will be to provide excellent support and guidance to our buyers and suppliers in our web based platform, and contribute to a high level of customer satisfaction. Helping our customers to use and utilize our solution in a good way. 

We expect you to contribute to good teamwork and spirit internally across departments and locations with the goal to optimize and align ways of working towards our customers on a group level. 

Work description: 

• Answer questions and give guidance via the phone
• Monitoring, reviewing and handling of incoming cases through our ticket system
• Create and improve guides, and keep our knowledge base up to date
• Contribute to improve our solutions for the customers

Requirements:

• Fluent in spoken and written Norwegian and English (Other languages like Swedish and Danish are an advantage.)
• Excellent communication skills (written and verbal)
• Relevant experience within Customer Service
• Strong digital literacy skills and proven ability to navigate within unfamiliar software
• Continuous self learning by exploring the test environments during lower workload periods

The personality we are looking for:

• You are service-minded, accountable, thorough and have a can-do attitude
• Solid understanding of confidentiality and other professional codes of conduct
• Team player
• You have a technical mindset and are eager to dive into our sophisticated technical system.
• You manage to keep calm in times of high pressure and tight deadlines

Start: According to agreement 

Extent: Full time

Working hours: 07:00 - 17:00 Monday to Friday (shift)

Location: Oslo

Contact: Line Tonna ( line.tonna@mercell.com )