Working at Mercell 
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.

Your Mission
We are dedicated to delivering exceptional customer experiences. That’s why we’re looking for a proactive and detail-oriented Shared Hub Agent to join our team. In this crucial role, you will be responsible for optimizing the customer inquiry process, enhancing internal efficiency, and improving customer satisfaction.

As the first point of contact for customers, you will use your strong organizational skills and keen attention to detail to resolve inquiries, provide clarity, or route requests to the appropriate resolver group.

We see the following qualities as important to thrive and evolve in this role:

• Customer-focused & empathetic – You communicate clearly and professionally.
• Calm & detail-oriented – You handle inquiries with patience and accuracy.
• Self-motivated – You thrive in a fast-paced and dynamic environment.
• Curious & adaptable – You are a quick learner who embraces new processes.
• Problem solver – You naturally seek solutions and efficiencies.
  
  

Core Responsibilities

• Manage incoming customer inquiries via our ticketing system.

• Provide direct resolutions for straightforward requests or escalate complex issues to the appropriate teams (Customer Success, Support, Revenue Operations, Finance, etc.). 

• Improve ticket handling processes by contributing to a more structured and efficient "catch & dispatch" system.

• Maintain accurate and organized records of customer interactions. 

Required Qualifications

• Strong communication and customer service skills.

• Ability to work independently and collaboratively within a team.

• Analytical mindset with strong problem-solving skills. 

• Fluent in written and spoken English language. 

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Preferred Qualifications

• Experience in customer service or an internal support function.

• Familiarity with ticketing systems and handling customer inquiries. 
  
  
  

Start date: As soon as possible
Duration: Full time
Workplace type: Hybrid remote
Location: Utrecht, Netherlands
Application Deadline: 28.02.2025. 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!

If you have questions for this position, we are happy to chat with you. Please reach out to Geir-Morten Langås, Team Lead. 
Email: geir-morten.langaas@mercell.com

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.