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Mercell

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

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

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SupportCase DocumentationTechnical ExplanationOnboarding SupportIssue Investigation
Soft Skills
Organizational SkillsCalm Under PressureProactive Feedback Sharing