Customer Service Agent

Working at Mercell

Mercell is an industry leading software companycreated in1999with the mission toreimagine tendering and unlock business opportunities.Mercell makes big scale buying easy strategic sourcing simple and monitorsthe tender market for companies so they can grow their market share. We supporta diverse customer base of30.000 buyers and suppliersacross geographies industries and sizes.Its a great time to join us and shape the future ofMercell as werevolutionize the world of tender management.

Our culture is based on the Mercellian Spirit of continuous growth curiosity trust and courage. You will work in a dynamic internationalenvironment with ambitious and dedicated colleagues who are passionate about what they do supported to be themselves and together create real value for the society.

Your Mission

As a Customer Service Agent working for Mercell your role is crucial in ensuring a positive customer experiences. Youll 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. Youll 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. Mercells customer loyalty is directly affected by this frontline representative.

As the ideal candidate for this role you have a strong passion for providing our customers the best possible experience. You have a positive and flexible attitude to change and see it as an opportunity for development both as an individual and as an employee.

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

• Customer minded and great communicator with empathy
• Calm patient and detail oriented
• Selfdriven: Enjoys to work in a dynamic environment with tight deadlines
• Curious and fast learner

Core Responsibilities

• Communicate with our customer via phone calls or our online platforms
• Provide excellent support and guidance to our customers in our online platforms
• Contribute to a great collaboration in the team and across borders on knowledge sharing
• Be proactive in helping decrease the amount of incoming calls and tickets by creating articles educating our customers and always staying one step ahead of the market trends.
• Teach other employees to support the relevant product

Required Qualifications

• Proven experience in customer service customer supportor other customer related roles
• Fluent in Estonian and English both written and spoken language
• Strong digital literacy skills and proven ability to navigate within unfamiliar software
• Solid understanding of confidentiality and other professional codes of conduct

Preferred Qualifications

• Having experience with public tendering and eprocurement is a strong plus
• Experience from being a superuser and teaching others is an advantage

Start date: As soon as possible

Duration: Full Time

Workplace type: Hybrid Remote

Location: Tallin Estonia

Has this sparked your interest

Then we cant wait to have you join our mission and looking forward to receiving your application.

We will continuously invite qualified candidates for job interviews and will close the job post as soon as we have found the right candidate for this role.

Application Deadline: March 17th 2023However do not wait to submit your application we will read applications and talk to potential candidates as we receive them.

What we Offer

Mercell is in a very exciting period and you will play an important role in our ambitious journey.

Mercell continuously provides great opportunities for growth within the organization. You will have a good opportunity to shape your role and determine your priorities. We look at what you deliver not how you work or how many hours you spend on each task.

Growth Curiosity Courage Trust

The Mercell core values Growth Curiosity Courage and Trust serve as a foundation for the decisions we make how we drive our business and how we interact with our colleagues customers and others. But they also serve as the basis for the opportunities that Mercell provides for its employees to develop and thrive in their field of work.

Our perks & benefits:

Inclusive culture where you are welcomed to be yourself

Flexible and hybrid work encouraging a worklife balance

Be a part of a collaborative team with high ambitions

Individual development opportunities

Health insurance and pension plan

Competitive salary package

Paid parental leave

Team lunch and fruits

Computer and iPhone/Android

Unlimited coffee tea and soft drinks

Company events like Friday bars Summer and Christmas parties and more!

(may differ per country/office)

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.