Customer Service Agent Customer Service · Utrecht · Hybrid Remote

Working at Mercell
Mercell is an industry leading software company, created in 1999, with the mission to re-imagine tendering and unlock business opportunities. Mercell makes big scale buying easy, strategic sourcing simple, and monitors the tender market for companies, so they can grow their market share. We support a diverse customer base of +30.000 buyers and suppliers across geographies, industries and sizes. It’s a great time to join us and shape the future of Mercell as we revolutionize 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 international environment 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 1st line customer service agent for Mercell, 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.

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 zien de volgende kwaliteiten als cruciaal om te gedijen en te evolueren in deze rol:

• Klantgericht en goede communicator met inlevingsvermogen
• Rustig, geduldig en detailgericht
• Zelfgedreven: Werkt graag in een dynamische omgeving met strakke deadlines
• Nieuwsgierig en snel lerend

Kerntaken:

• Klantcommunicatie: Actief luisteren en bereid om te helpen, snel en professioneel reageren op vragen van klanten, sterke mondelinge en schriftelijke communicatieve vaardigheden, opvolgen zoals gedefinieerd met klanten, hoog bewustzijn van vertrouwelijkheid om ervoor te zorgen dat Mercell voldoet aan wettelijke en ethische eisen
• Ondersteuning via meerdere kanalen: Behandel meerdere klantvragen tegelijkertijd en efficiënt via verschillende communicatiekanalen, prioriteer en beheer de werklast om tijdige antwoorden op alle klantvragen te garanderen.
• Technische vaardigheid: gebruik Jira en andere relevante tools om klantinteracties te stroomlijnen en te verbeteren, beschikt over diepgaande kennis van relevante software, producten en diensten aangeboden door Mercell, blijft op de hoogte van productfuncties, updates en technische aspecten om nauwkeurige en nuttige informatie te bieden naar klanten, technische basisproblemen oplossen en oplossen, waarbij complexere problemen naar de juiste teams worden geëscaleerd.
• Tijdbeheer: beheer tijd en werklast efficiënt om de doelstellingen op het gebied van klantenservice en ondersteuning te behalen of te overtreffen, en prioriteer taken op basis van urgentie en impact op de klantervaring.
• Probleemoplossing: Analyseer de behoeften en problemen van de klant om passende en effectieve oplossingen te bieden, werk samen met interne teams om de problemen van de klant aan te pakken en op te lossen, en escaleer onopgeloste problemen naar een hoger ondersteuningsniveau wanneer dat nodig is.

Voorkeur Kwalificaties:

• Ervaring met openbare aanbestedingen en e-aanbestedingen is een sterk pluspunt.
• Scandinavische talen (Deens, Zweeds, Noors, Fins) zijn een pluspunt

Start date: As soon as possible
Duration: Full time
Workplace type: Hybrid remote (2 days on site required)
Location: Utrecht, Netherlands
Application Deadline: 24.06.2024. 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 look forward to receiving your application!

If you have questions for this position, we are happy to chat with you. Please reach out to Misty Kennedy, Team Lead Customer Service NL/DK.
Email: [email protected],

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.

Department
Customer Service

Locations
Utrecht

Remote status
Hybrid Remote

Employment type
Full-time

Utrecht
About Mercell
Mercell is the largest public tendering and bidding platform for European buyers and suppliers, dedicated to enhancing connectivity between public buyers and suppliers. We make tenders compliant and easy, while enabling equal opportunity for all suppliers to the public sector.

At Mercell, we're on a mission to revolutionise 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.

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Customer Service · Utrecht · Hybrid Remote

Customer Service Agent
Heb je een passie voor het leveren van een uitzonderlijke klantervaring in een snelle internationale omgeving Vind je het prettig om zowel in het Engels als in het Nederlands te communiceren?
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