Who are you?
You understand the importance of the relationships with our customers and that communication is imperative in this pursuit. You are able to create routines and processes in order to solve any potential challenges, as well as handle multiple concurrent tasks.
If you see that something is working incorrectly, your focus is to engage with your team and work on resolving the problem with both short-term and long-term solutions.
You know when to ask for help and enjoy sharing your knowledge whenever you can. You do not have to know everything, but you are always curious and prudent in learning what is necessary.
You have the ability to motivate others in the delivery of customer support services and have strong team-building skills.
What do we want to achieve?
Mercell has acquired multiple companies and now has offices in Oslo, Copenhagen, Odense, Stockholm and Tallinn. The need to evolve and improve our customer support surrounding our products is growing.
In this position you will become an essential piece of the puzzle, ensuring that Mercell becomes a trusted partner for companies across Scandinavia and Europe.
What can we offer?
You will have a strong presence and a great impact on how work is performed on a day-to-day basis.
We look at what you deliver, not how you work or how many hours you spend on each task.
Mercell has been steadily growing since its conception, escalating immensely this past year. Mercell continuously provides great opportunities for growth within the organization.
The office is located at Helsfyr in Oslo, seven minutes by subway from Oslo Central Station.
Duties and responsibilities
You supervise the day-to-day operations of the customer support department. You are responsible for customer satisfaction through the provision of problem-solving resources, and providing leadership to the customer support agents, ensuring that they are constantly delivering the best-in-class customer services.
You have a responsibility to ensure that processes, priorities and policies within customer support are established, implemented, maintained and evolved.
You are responsible for communication across the company, ensuring that your departments learnings are shared and needs are prioritized.
You know the different tools and how to use them efficiently enough to acquire important customer input, both qualitatively and quantitatively. You communicate and share all important findings across the company.
You play a major role in conjunction with the human resources department in recruiting, onboarding, training, assigning and coaching the customer support agents.
Bachelor’s degree or equivalent in Business Administration, International Relations, Public Relations, Psychology, Information Technology, or any other related fields. An equivalent of the same in working experience is also acceptable.
To be a candidate for this position, ideally you have 3-5 years leadership experience and have worked in customer support.