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Merchant Service Specialist
1 week ago
- At Trustly's Merchant Service, we aim to offer an exceptional service experience to our B2B customers by working efficiently, accurately, and with high quality.
- We collaborate with other departments to continuously enhance our services and products to meet current and future customers' needs.
- The team consists of Merchant Service specialists based in Sweden, Portugal, and Malta, with the primary goal of providing high-quality support to Trustly's merchants in a customer-centric manner.
- As a Merchant Service Specialist at Trustly, you will be part of an international team dedicated to creating the best customer experience.
- You will handle technical and non-technical issues related to payment transactions, as well as identify and escalate complex cases effectively.
- Close collaboration with teams like Consumer Service, AML, Fraud, and Commercial is essential.
- Your working hours will be on a shift basis, covering Monday to Sunday from 7 am to 10 pm, including public holidays.
What you'll do
- Be the initial point of contact for our B2B customers and represent Trustly professionally.
- Understand and address customer issues, concerns, or complaints in a proactive manner.
- Respond promptly to customer inquiries via email, live chat, and outbound calls while maintaining quality.
- Collaborate with internal teams to resolve consumer inquiries efficiently.
Wanted behaviors
- Efficiency and Proactivity: Enhance payment processing efficiency and proactively address issues to impress customers.
- Customer Focus: Prioritize B2B customers' needs, demonstrate empathy, and deliver exceptional service.
- Communication and Collaboration: Communicate openly and collaborate effectively with internal teams, partners, and stakeholders.
- Problem-Solving: Approach challenges with a solutions-oriented mindset and implement effective solutions promptly.
- Adaptability and Flexibility: Demonstrate adaptability and resilience in a dynamic environment to meet evolving business needs.
- Compliance and Ethics: Uphold ethical standards, ensure compliance, and conduct all activities with integrity and respect.
Who you are
- Service-oriented and dedicated to creating an exceptional customer experience.
- Thrive in a fast-paced environment, excel in finding new solutions, and maintain a structured approach.
- A problem solver who takes ownership and can work independently or collaboratively.
- Experience in online payments and customer service within Payments, E-commerce, or Financial Services.
- Fluent in English, both spoken and written.
- Available to work on shifts, including evenings, weekends, and holidays.
If you are proactive, innovative, and value effective communication with stakeholders, we are seeking highly motivated individuals to join our team. If you believe your skills and personality align with the above criteria, we encourage you to submit your application.
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