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Trustly

Posted 2 days ago

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Consumer Service Agent - 12-month Fixed Term Contract

StockholmHybridFull-time

AI Summary

WHO WE ARE At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

About this role

WHO WE ARE
At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.
Our Ambition: To build the world’s most disruptive payment network and redefine what the payment experience should feel like.
Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that’s transforming the way the world pays.
ABOUT THE CONSUMER SERVICE TEAM
At Trustly’s Consumer Service we strive to provide an industry leading service experience to our B2C customers. We go above and beyond by assisting customers efficiently, accurately and with a friendly touch. We believe that's the key to delivering great customer service. We work closely with other departments to continuously improve our services and products to meet current and future customers’ needs.
ABOUT THE ROLE
As a Consumer Service Agent at Trustly you will work in an international team who all work towards the same goal; creating the best consumer experience. You will serve our consumers 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 via various channels, including email, and live chat. You will collaborate closely with teams across Trustly such as Merchant Service, AML, Fraud and Finance.
You will be working on a shift basis, covering Monday to Sunday from 8am to 8pm. Please note that this role is a 12-month fixed term contract.

What you’ll do

  • Being the first line of contact for our consumers – act as a Trustly ambassador
  • Assisting consumers with their transactions, including any issues, authentication, and verification via email, and live chat
  • Troubleshooting consumer issues and providing solutions to resolve their problems
  • Collaborating with other teams within the company to resolve consumer inquiries in an efficient and timely manner
  • Continuously review and improve internal procedures and processes
  • Work towards set targets, goals and objectives as an individual and together with the team

    • Who you are

  • Service-minded and passionate about creating an outstanding customer experience
  • 1-2 years of experience within B2C support
  • 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
  • Fluency in English, both written and verbal, is required. Proficiency in Swedish, Danish, Finnish, or German is considered an advantage
  • Ability to work on a shift basis, including evenings, weekends and holidays

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