1st Line Customer Service Agent

As a

1st Line Customer Service Agent

for Mercell Estonia OÜ,

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 usages 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.

Responsibilities:

• Customer Communication.
• Being available, actively listening and willing to help.
• Respond to customer inquiries promptly and professionally via various communication channels, including email and phone.
• Demonstrate strong verbal and written communication skills to address customer concerns and provide effective solutions.
• Following up as defined with customers when issues are not solved immediately
• Maintain a positive and customer-focused attitude during interactions.
• High awareness of confidentiality to ensure Mercell complies to legal and ethical demands

Multi-Channel Support:

• Handle multiple customer inquiries simultaneously and efficiently across different communication channels.
• Prioritize and manage workload to ensure timely responses to all customer queries.
• Utilize Jira and other relevant tools to streamline and enhance customer interactions.
• Write, update and utilize self-help support articles for Mercell’s knowledge base.

Technical Proficiency:

• Possess in-depth knowledge of relevant software, products, and services offered by Mercell.
• Stay updated on product features, updates, and technical aspects to provide accurate and helpful information to customers.
• Troubleshoot and resolve basic technical issues, escalating more complex problems to appropriate teams.

Time Management:

• Efficiently manage time and workload to meet or exceed customer service & support goals.
• Prioritize tasks based on urgency and impact on customer satisfaction.

Problem Resolution:

• Analyze customer needs and issues to provide appropriate and effective solutions.
• Collaborate with internal teams, such as technical support or product development, to address and resolve customer problems.
• Escalate unresolved issues to higher levels of support when necessary.

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.

Together, let's shape the future and create real value for society, one innovative solution at a time.

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, 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.