Merchant Service Specialist

at  Trustly

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 ROLE

As a Merchant Service Specialist at Trustly you will work in an international team who all work towards the same goal; creating the best customer experience. You will serve our B2B customers 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. You will collaborate closely with teams across Trustly such as Consumer Service, NOC (Network Operations Center), AML, Fraud and Commercial.
You may be scheduled to work on a shift basis, which could include any day of the week and occasionally on public holidays.

WHAT YOU’LL DO

• Being the first line of contact for our B2B customers – act as a Trustly ambassador
• Identify and understand customer issues, concerns or complaints and proactively resolve them
• Investigate cases on a technical level, utilizing tools such as log analysis, API calls, or system configurations to diagnose issues
• Respond promptly without compromising on quality to our key customer inquiries via email
• Collaborate with the NOC team to resolve escalated technical issues swiftly and efficiently
• Collaborating with other teams within the company to resolve consumer inquiries in an efficient and timely manner