Customer Service Agent (Multilingual)

Jobtailor; Stockholms kommun; On-site; SEK 30,000 - 50,000; Full time

Benefits offered by this job

Health and insurance plans

Pension plans

Paid parental leave

Social events

Competitive salary packages

Job summary

Mercell is seeking a Customer Service Agent in Stockholm to ensure a smooth experience for customers navigating public procurement. The role involves managing inquiries, providing solutions, and onboarding new users.

With a hybrid work model, employees enjoy flexibility while contributing to the company's mission. Ideal candidates are fluent in Swedish and English, with strong customer service experience. Join Mercell's dynamic team to make a real impact in public procurement.

Qualifications

• Minimum 2+ years in customer service or helpdesk roles.
• Ability to communicate technical topics clearly.
• Strong organizational skills to manage multiple inquiries.

Responsibilities

• Manage customer inquiries via phone, email, and digital channels.
• Provide clear responses and follow up for resolution.
• Support onboarding for new customers.

Skills

Customer service experience

Strong communication skills

Organizational skills

Problem-solving mindset

Technical proficiency with CRM tools

Fluency in Swedish and English

Fluency in Norwegian, Danish, or Finnish

Tools

Jira

CRM tools

Job description

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 team is a group 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/pages/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.