Consumer Service Agent
As a Consumer Service Agent 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 8am to 8pm. Please note that this role is a 12-month fixed term contract.
- 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
- Service-minded and passionate about creating an outstanding customer experience (required)
- 1-2 years of experience within B2C support (required)
- 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 (required)
- You are a problem solver that takes ownership and can work independently as well as in collaboration with the team (required)
- You have strong knowledge and understanding of online payments and experience working with customer service in Payments, E-com, or Financial Services (required)
- Fluency in English, both written and verbal, is required. (required)
- Proficiency in Swedish, Danish, Finnish, or German is considered an advantage (preferred)
- Ability to work on a shift basis, including evenings, weekends and holidays (required)
Trustly is a Swedish fintech company specialising in account-to-account (open banking) payments, letting consumers pay directly from their bank accounts without cards. Founded in 2008 and headquartered in Stockholm, it connects merchants - including many online gambling operators - to thousands of banks across Europe and North America. The company processes billions of euros in payments annually and is a widely used deposit and withdrawal method in the iGaming industry. Trustly employs more than 1,000 people across offices in Europe and the Americas.
