Merchant Service Specialist
Stockholm, Sweden / Sliema, Malta
Merchant Services and Support – Customer and Merchant Support - Europe /
Full-time /
Hybrid
Trustly is leading the human-centric payments revolution. To us, this means passionately building the most convenient, intelligent and responsible way of paying for things online. Whether it’s for shopping, paying subscriptions, funding trading accounts, booking airfare, playing online games and much more – we’re all about a better way to pay. At our core, we are a tech company with industry-leading tech capabilities. But, it’s the ingenuity of our people that makes us leaders in our field. Thus, our appetite for innovation will never be anything less than fierce. Trustly is steadily growing as it connects thousands of businesses with hundreds of millions of people. And with a strong presence across Europe and the Americas, we are leading the human-centric payment revolution as a truly global team.
About the Merchant Service team
At Trustly’s Merchant Service we strive to provide an industry leading service experience to our B2B customers. We go above and beyond by assisting customers efficiently, accurately and with high quality. We work closely with other departments to continuously improve our services and products to meet current and future customers’ needs.
The team consists of Merchant Service specialists located in Sweden, Portugal and Malta. The team's primary objective is to deliver high-qualitative support to Trustlys merchants in an efficient and customer obsessed manner.
About the role
As a Merchant Service Specialist at Trustly you will work in an international team who all work towards the same goal; creating the best customer experience. You will serve our B2B customers 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. You will collaborate closely with teams across Trustly such as Consumer Service, AML, Fraud and Commercial.
You will be working on a shift basis, covering Monday to Sunday from 7 am to 10 pm including public holidays.
What you'll do
- Being the first line of contact for our B2B customers – act as a Trustly ambassador.
- Identify and understand customer issues, concerns or complaints and proactively resolve them.
- Respond promptly without compromising on quality to our key customer inquiries via email, live chat, and outbound calls.
- Collaborating with other teams within the company to resolve consumer inquiries in an efficient and timely manner.
Wanted behaviours
- Efficiency and Proactivity: Wow your customer by continuously enhancing payment processing efficiency and proactively addressing any potential issues.
- Customer Focus: Own it, fix it by prioritizing the needs of our B2B customers, demonstrating empathy, responsiveness, and delivering exceptional service.
- Communication and Collaboration: Deliver impact at speed through open communication and effective collaboration with internal teams, external partners, and stakeholders.
- Problem-Solving: Find your way to win by approaching challenges with a proactive and solutions-oriented mindset, promptly analyzing and implementing effective solutions.
- Adaptability and Flexibility: Dare to innovate by demonstrating adaptability and resilience in a dynamic environment, adjusting strategies to meet evolving business needs.
- Compliance and Ethics: Ensure compliance and uphold ethical standards, conducting all activities with integrity, honesty, and respect for confidentiality.
Who you are
- Service-minded and passionate about creating an outstanding customer experience.
- 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 English, both verbally and in writing.
- Ability to work on a shift basis, including evenings, weekends and holidays.
Are you someone who voices new ideas and acts on them? Do you value great communication with all stakeholders? We are looking to strengthen the team with dedicated, highly motivated people who thrive in working with different areas across the organisation.
If you feel that your skill set and personality compliments the criteria above, please apply now.
