Customer Service Agent, Multilingual

Mercell

Customer Service Agent providing support to public buyers and suppliers navigating procurement processes. Hybrid role at Mercell, engaging with customers via phone, email, and digital channels.

Posted 6/13/2026full-timeStockholm • 🇸🇪 SwedenJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Handle and prioritise customer inquiries across phone, email, and digital channels, documenting all cases accurately in Jira and relevant support systems.
Actively listen, provide clear and professional responses, and follow up to ensure full resolution, maintaining ownership throughout, even when escalation is needed.
Investigate platform-related issues, guide customers through solutions efficiently, and escalate complex cases to the right teams while keeping customers informed.
Support onboarding and basic product guidance for new customers where relevant, ensuring a smooth start with the platform.
Collaborate with internal teams to identify recurring issues, contribute insights for product and process improvements, and keep knowledge base content up to date.
Contribute to meeting customer satisfaction and SLA targets consistently across all markets.

Requirements

What you’ll need

Proven experience (ideally 2+ years) in customer service, support, helpdesk, or a similar client-facing role.
Strong communication skills with the ability to explain technical topics clearly and simply.
Structured and organized approach to successfully navigate multiple priorities simultaneously.
Problem-solving mindset and ability to stay calm under pressure.
Comfortable working with support systems, CRM tools, and digital platforms.
Professional fluency in Swedish and English, as well as minimum of one of the following languages: Norwegian, Danish, Finnish (both written and spoken).

Benefits

Comp & perks

Hybrid work to support work-life balance
Health and insurance plans (may differ per country/office)
Pension plans
Paid parental leave
Social happenings
Competitive salary packages

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicesupporthelpdeskproblem-solvingtechnical explanation

Soft Skills

communicationactive listeningorganizationalownershipcalm under pressure