Customer Service Agent (Multilingual)

Customer Service Agent (Multilingual) At Mercell, we're 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. That's what we're 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, let's shape the future and create real value for society, one innovative solution at a time. Your Mission We are hiring a Customer Service Agent to join Mercell and play a key role in ensuring a smooth and reliable experience for our customers across Europe, including public buyers and suppliers navigating complex public procurement processes. You will act as a trusted first point of contact for customers using our platform. Your mission is to provide timely, accurate, and solution-oriented support, helping customers resolve issues, understand functionality needs, and successfully complete their procurement activities. This role reflects Mercell’s commitment to operational excellence and customer focus combining responsiveness, product knowledge and empathy to deliver high-quality service at scale. Our Customer Service & Support, is a team of over 60 professionals responsible for ensuring a smooth experience for our public tendering customers across Europe. Our area of expertise extends from supporting the software platforms, to understanding the public procurement process, all the way to anticipating customers' needs and using modern technology to answer them. We embrace a hybrid way of working offering flexibility to work from home, while also encouraging strong in-person collaboration, learning, and team spirit. Core Responsibilities 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. Required Qualifications 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). 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 Duration: Full time Workplace type: Hybrid - working onsite at the office and from home, balancing flexibility with collaboration Location: Sweden, Stockholm Application Deadline: 30 June 2026. 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 https://career.mercell.com/posts/our-perks-benefits to get more insights on what to expect of perks, benefits and culture when joining Mercell. Has this sparked your interest? Then we can't wait to have you join our mission and looking forward to receiving your application! 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 Department Customer Success Role Customer Service & Support Locations Stockholm Remote status Hybrid Employment type Full-time Stockholm About Mercell Mercell is the largest public tendering and bidding platform for European buyers and suppliers, dedicated to enhancing connectivity between public buyers and suppliers. We make tenders compliant and easy, while enabling equal opportunity for all suppliers to the public sector. At Mercell, we're on a mission to revolutionise 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. That's what we're 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. Co-workers 500+