Customer Service Representative

Mercell

Customer Service Agent providing support to public buyers and suppliers in Europe for a smooth procurement process. Join a growing team at Mercell focused on revolutionizing public procurement.

Posted 7/4/2026full-timeCopenhagen • 🇩🇰 DenmarkJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and support, with a focus on effective communication, problem-solving, and case documentation. Proficient in using CRM tools and digital platforms to enhance customer satisfaction and streamline processes.

Highest-signal resume keywords

Customer Service ExperienceStrong Communication SkillsProblem-Solving MindsetCRM Tool ProficiencyFluency in English and Additional Language

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportCase DocumentationTechnical ExplanationOnboarding SupportIssue Investigation

Soft Skills

Organizational SkillsCalm Under PressureProactive Feedback Sharing

Tools & Technologies

CRM SystemsDigital Support Platforms

Industry Keywords

Service Level TargetsClient-Facing RoleCustomer Satisfaction

About the role

Key responsibilities & impact

Provide first-line support via phone, email, and digital channels to customers across different markets.
Investigate platform-related issues and guide customers through solutions clearly and efficiently.
Ensure accurate case documentation and follow-up in CRM/support systems.
Escalate complex issues appropriately while maintaining ownership of customer communication.
Contribute to maintaining high customer satisfaction and service level targets (SLAs).
Identify recurring issues and proactively share feedback internally to improve product and processes.
Support onboarding and basic product guidance for new customers where relevant.

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.
Fluency in English and at least one of the following languages: Swedish, Norwegian, Danish, Dutch, German (depending on market).

Benefits

Comp & perks

health and insurance plans (may differ per country/office)
pension plans
paid parental leave
social happenings