Trustly is leading the human-centric payments revolution. To us, this means passionately building the most convenient, intelligent and responsible way of paying for things online. Whether it’s for shopping, paying subscriptions, funding trading accounts, booking airfare, playing online games and much more – we’re all about a better way to pay. At our core, we are a tech company with industry-leading tech capabilities. But, it’s the ingenuity of our people that makes us leaders in our field. Thus, our appetite for innovation will never be anything less than fierce. Trustly is steadily growing as it connects thousands of businesses with hundreds of millions of people. And with a strong presence across Europe and the Americas, we are leading the human-centric payment revolution as a truly global team.
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.
The Consumer Service team is part of the newly created Operations function that is on an exciting journey to set the new standard for digital payments.
About the role
As a Consumer Service Specialist 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 8 am to 10 pm.
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
- Fluent in English and Swedish, both verbally and in writing. One or more of the following languages are a plus: Dutch, Finnish, and German
- Ability to work on a shift basis, including evenings, weekends and holidays
Kindly submit your CV in English.
Are you someone who voices new ideas and acts on them? Do you value great communication with all stakeholders? We are looking to strengthen the team with dedicated, highly motivated people who thrive in working with different areas across the organisation.
If you feel that your skill set and personality compliments the criteria above, please apply now.
