At Trustly, we’re passionate about simplifying the way people pay and get paid online. We’re a licensed payment institution and our B2B products available across Europe, North America and Australia attract global merchants in segments such as e-commerce, telecom, travel, financial services and gaming. In June 2018, private equity firm Nordic Capital acquired a majority stake in Trustly with ambitions to support us in becoming the leading global online banking payments provider.
We are a diverse and fast-growing team with our headquarters in Stockholm, Sweden, and 9 additional offices across Europe and North America. Together we are leading the development of the payments industry and the work you’ll do here will make a great impact.
About the role:
As a Payment Support Agent at Trustly you will work within an international team of people who all work towards the same goal; creating the best consumer experience. You will serve Trustly’s customers in the best possible way in our different channels (email, chat, phone) and always strive to reach great solutions. You will collaborate with teams across Trustly such as Support (B2C and B2B), Fraud & Finance.
What you'll do:
- Provide quality support through chat, email and phone exceeding customer expectations.
- Identify problems and patterns via available tools and measures.
- Identify, escalate, evaluate and document cases.
- Participate in and provide training programs on an internal basis.
- Keep internal self-help documentation up to date.
- Being first line of contact - Act as a Trustly ambassador.
- Generate new ideas and suggestions for continuous improvement of current systems of processes, procedures to enhance the customer experience.
Who you are:
- 1-2 years of experience working in an online customer support role.
- Fluent in English and one (or more) of the following languages: Finnish, Dutch, French, Italian.
- Professional and a service-minded individual with a positive and can-do attitude.
- You thrive in a fast-paced environment and are a natural when it comes to finding new solutions and opportunities while maintaining a detailed and structured approach.
- Previous experience working within the iGaming, Technology, Fintech or Banking industry would be an asset.
- Open to working shifts, including evenings and weekends.
