Consumer Service Agent - Swedish speaking
Stockholm, Sweden
Commercial - Europe – Customer Success - Europe /
Full-time /
Hybrid
About Trustly
At Trustly, we’re passionate about simplifying the way people transfer, pay, and get refunded online. Our payment solutions serve merchants in various industries. This includes E-com, Financial Services, Gaming and Travel – linking the world’s top brands with millions of consumers who expect security and convenience. Our people are from all corners of the globe, and this we’re proud of. We strongly believe that diversity is what helps us create solutions that are more inclusive. Making sure that we’re constantly innovating. Our fast-growing team is headquartered in Stockholm, Sweden, with additional offices across Europe and the Americas. Together, we are modernizing payments and the work you’ll do here will make a lasting impact.
About the Consumer Service team
At Trustly’s Consumer Service we strive to provide an industry leading service experience to our B2C customers. We go above and beyond by assisting customers efficiently, accurately and with a friendly touch. We believe that's the key to delivering great customer service. We work closely with other departments to continuously improve our services and products to meet current and future customers’ needs.
About the role
As a Consumer Service Specialist at Trustly you will work in an international team who all work towards the same goal; creating the best consumer experience. You will serve our consumers by identifying and resolving technical and non technical issues related to payment transactions as well as identify and escalate complex cases in the best possible way via various channels, including email, and live chat. You will collaborate closely with teams across Trustly such as Merchant Service, AML, Fraud and Finance.
You will be working on a shift basis, covering Monday to Sunday from 8 am to 8 pm.
What you’ll do
- Being the first line of contact for our consumers – act as a Trustly ambassador.
- Assisting consumers with their transactions, including any issues, authentication, and verification via email, and live chat.
- Troubleshooting consumer issues and providing solutions to resolve their problems.
- Collaborating with other teams within the company to resolve consumer inquiries in an efficient and timely manner.
- Continuously review and improve internal procedures and processes.
- Work towards set targets, goals and objectives as an individual and together with the team.
Who you are
- Service-minded and passionate about creating an outstanding customer experience.
- 1-2 years of experience within B2C support.
- You thrive in a fast-paced and changing environment, and are a natural when it comes to finding new solutions and opportunities while maintaining a detailed and structured approach.
- You are a problem solver that takes ownership and can work independently as well as in collaboration with the team.
- You have strong knowledge and understanding of online payments and experience working with customer service in Payments, E-com, or Financial Services.
- Fluent in Swedish and English, both verbally and in writing. One or more of the following languages are a plus: Dutch, Finnish, and German.
- Ability to work on a shift basis, including evenings, weekends and holidays.
We are looking for someone who is not afraid of voicing and acting on new ideas and values good communication with internal and/or external stakeholders. If you are passionate about working with different areas across the organization, then this would be an interesting role for you.
Apply now! 🌟
