Customer Service Agent

Working at Mercell

At Mercell were on a mission to revolutionize 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. Thats what were 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.

Together lets shape the future and create real value for society one innovative solution at a time.

Your Mission

As a Customer Service Agent at Mercell you will be the customers first touchpoint. Your mission is to deliver timely accurate and professional support whether its guiding product usage troubleshooting technical issues or ensuring customers get the best possible experience.

This role is essential in building customer loyalty gathering valuable feedback and collaborating closely with internal teams to continuously improve our products and services.

We embrace a hybrid way of working offering flexibility to work from home while also encouraging strong in-person collaboration learning and team spirit.

We see the following qualities as important to thrive and evolve in this role:

• Strong communication skills active listening clear information sharing and professional customer interaction across multiple channels.

• Problem-solving mindset proactive approach to troubleshooting and resolving issues efficiently.

• Adaptability & product knowledge eagerness to learn and keep up with evolving products and services in a dynamic environment.

• Time management & multitasking ability to handle multiple inquiries simultaneously and prioritize effectively.

Core Responsibilities

• Customer inquiry management handle and prioritize inquiries across multiple channels documenting in Jira and other tools.

• Customer communication & support actively listen provide clear and professional responses and follow up to ensure resolution.

• Technical troubleshooting & guidance assist customers with technical issues provide accurate product information and escalate when necessary.

• Collaboration & improvement work with internal teams to enhance the customer journey contribute insights for product/service improvements and update knowledge base content.
  

Required Qualifications

• Experience in customer service or help desk roles.
• Professional fluency in Swedish and English (both written and spoken).
• Strong technical aptitude and problem-solving skills.
  

Preferred Qualifications

• Experience supporting public sector customers.
• Basic knowledge of procurement processes.
• Previous work experience in a SaaS environment.

Start date: As soon as possible / Approximately by 01.12.2025
Duration: Full time
Workplace type: Hybrid (working onsite at the office and from home)
Location: Sweden Stockholm
Application Deadline: 10.10.2025. 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 to get more insights on what to expect of perks benefits and culture when joining Mercell.

Has this sparked your interest

Then we cant wait to have you join our mission and looking forward to receiving your application!

If you have questions for this position we are happy to chat with you. Please reach out to Geir-Morten Langås - Team Lead Customer Service Sweden
Email:

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.