Merchant Service Specialist

1 week ago


Stockholm, Stockholm, Sweden Trustly Group Full time

At Trustly Group, we're revolutionizing the way people pay online. As a key member of our Merchant Service team, you'll play a vital role in delivering exceptional customer experiences to our B2B clients.

About the Merchant Service Team

We're a dynamic team that's passionate about providing industry-leading service experiences to our customers. We work closely with other departments to continuously improve our services and products, ensuring we meet the evolving needs of our clients.

About the Role

As a Merchant Service Specialist, you'll be part of an international team that's dedicated to creating outstanding customer experiences. Your primary objective will be to deliver high-quality support to our merchants, identifying and resolving technical and non-technical issues related to payment transactions.

You'll collaborate closely with teams across Trustly Group, including Consumer Service, AML, Fraud, and Commercial. Your work will involve:

  • Acting as the first point of contact for our B2B customers, providing exceptional support and guidance.
  • Identifying and understanding customer issues, concerns, or complaints, and proactively resolving them.
  • Responding promptly and efficiently to customer inquiries via various channels.
  • Collaborating with internal teams to resolve consumer inquiries in a timely and effective manner.

Key Responsibilities

As a Merchant Service Specialist, you'll be responsible for:

  • Providing exceptional customer service, ensuring high levels of customer satisfaction.
  • Identifying and escalating complex cases to ensure timely resolution.
  • Collaborating with internal teams to improve processes and services.
  • Staying up-to-date with industry trends and developments, applying this knowledge to enhance customer experiences.

Requirements

To succeed in this role, you'll need:

  • Strong knowledge and understanding of online payments and customer service principles.
  • Excellent communication and problem-solving skills, with the ability to work independently and collaboratively.
  • Proficiency in English, both spoken and written; German language skills are a plus.
  • Ability to work on a shift basis, including evenings, weekends, and holidays.

What We Offer

As a valued member of our team, you'll enjoy:

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive compensation package.
  • A chance to be part of a revolutionary payment company that's changing the way people pay online.


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