Consumer Service Agent - 12-month Fixed Term Contract

📋 Description

• • Serve Trustly’s B2C customers by resolving technical and non-technical issues related to payment transactions through email and live chat.
• • Provide accurate, efficient, and friendly customer service to ensure an industry-leading consumer experience.
• • Identify, document, and escalate complex cases to relevant internal teams including Merchant Service, AML, Fraud, and Finance.
• • Collaborate cross-functionally with departments to improve service processes and product functionality based on customer feedback.
• • Work on a rotating shift schedule covering Monday through Sunday, 8:00 AM to 8:00 PM.
• • Handle a high volume of customer inquiries while maintaining compliance with internal policies and regulatory standards.
• • Ensure timely resolution of payment-related issues to minimize customer friction and enhance satisfaction.
• • Maintain detailed records of customer interactions and case resolutions in internal systems.
• • Contribute to continuous service improvements by sharing insights from customer interactions with product and operations teams.
• • Adhere to data protection and privacy protocols when handling sensitive financial customer information.
• • Support the team in achieving service level targets and quality benchmarks for response time and resolution rate.
• • Participate in ongoing training to stay updated on payment systems, platform changes, and customer service best practices.
• • Represent Trustly’s brand with professionalism and empathy in all customer communications.
• • Work within a global, multicultural team focused on delivering seamless payment experiences across international markets.
• • Adapt to evolving customer needs and operational priorities in a fast-paced, high-growth fintech environment.
• • Maintain a strong focus on accuracy and compliance when processing payment-related customer requests.
• • Assist in onboarding new team members by sharing knowledge and supporting peer learning.
• • Contribute to team meetings and feedback sessions aimed at enhancing service quality and operational efficiency.