Business Support Agent – Nordics (12 months FTC)

Job title:

Business Support Agent – Nordics (12 months FTC)

Company:

Trustpilot

Job description

We’re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way – but there’s still an exciting journey ahead of us. Do you want to join us at the heart of trust?To support Trustpilot’s rapid expansion, we’re looking for an impact-driven and service-minded Business Support Agent to join our team in Copenhagen and support our customers in the Nordics on a 12 months Fixed-Term Contract (FTC).As Business Support Agent at Trustpilot, you will play an integral part in our customer service landscape. In this role, you will be the main point of contact, providing support to our customers through all available support channels such as chat, phone, email, and other various communication platforms. You will work closely with sales and customer success managers to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with us, so it is important to provide great support with an ability to smile “through the keyboard.”We are a multinational team of customer service specialists working with omnichannel support tools to best assist our customers and consumers with a large variety of requests. We are trouble-shooters, out-of-the-box thinkers, busy helping hands, and a fun bunch. Our focus is on excellent support, problem-solving, improvement of our processes, and collaboration within the team, and across teams.What you’ll be doing:

• Provide customer support by email, chat and call-backs to assist in the implementation and troubleshooting of our product
• Monitor incoming requests and access our systems to ensure that any open tasks are acknowledged and responded to
• Build and maintain best practices and self-service guides enabling customers to solve future issues
• Work closely with New Business, Customer Success and Product team to ensure the best service for our customers
• Work quickly and efficiently to ensure all customers receive support in a timely manner
• Be comfortable with both B2B and B2C support and familiar with tools such as Zendesk, Salesforce, Slack, Jira and eCommerce solutions.
• Communicate with internal departments such as Customer Success, New Business and R&D.
• Provide excellent teamwork with Support Agents on a global plan.

We’re looking for people with:

• Native proficiency in Danish, with full professional proficiency in English (Professional Working Proficiency in Swedish is advantageous) for clear and effective communication.
• 1-3 years of experience in customer support within digital commerce or related fields.
• Fundamental understanding of e-commerce and SaaS products.
• Demonstrated ability to deliver high-quality service and consistently meet KPIs.
• Strong organizational skills, with the capability to manage tasks independently.
• Positive and professional communication skills.
• Experience with Service Cloud is a plus.

What’s in it for you?

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package + bonus
• 25 days holiday per year, with an extra 5 days holiday allocated after your 1 year anniversary (prorated)
• Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
• Comprehensive health package, pension and full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Newly renovated central office with a laid back vibe and constant buzz of different languages being spoken everywhere you go It’s complete with a coffee bar, canteen and table tennis and has a wide variety of refreshments available – you can opt in for breakfast and lunch at an affordable price
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
• Opportunity to join the Trustpilot Social Club for a small monthly fee and attend regular social and leisure activities like go karting, cooking classes and escape rooms
• Employee discounts to restaurants and shops
• Tax Free Travel (DSB)

#LI-SK1About TrustpilotAt Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers.We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh — it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be a tangible symbol of trust in an ever-changing world. With vibrant office locations all around the world and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.Our purpose is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense.A successful Trustpilot future is driven by you — we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.Join us at the heart of trust.Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religion, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our

Expected salary

Location

København

Job date

Tue, 11 Jun 2024 22:44:45 GMT

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