Customer Service Specialist

At Slimpay, a Trustly company, we simplify how the world pays. Connecting 9,000+ leading brands with millions of customers, we lead 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. Our cutting-edge technology and the ingenuity of our people fuel our revolution.

**About the Customer Success team**

Our Customer Success team is the voice of our merchants, acting as passionate advocates dedicated to ensuring exceptional experiences with Trustly and SlimPay. We're a collaborative and supportive group that thrives on teamwork and open communication. We're committed to understanding our customers' needs, proactively finding solutions, and building lasting relationships that contribute to their success and our overall growth. We continuously strive for excellence, embracing new challenges and celebrating collective achievements.

**About your role**

As a Customer Service Specialist, you will be a crucial player in upholding Trustly's commitment to human-centric payments and operational excellence. You will be empowered to deliver outstanding support to merchants across various communication channels. This role offers a dynamic blend of direct customer interaction and collaboration with internal teams to efficiently resolve inquiries and complex technical issues. Your proactive approach and dedication to quality will directly contribute to our customers' satisfaction and our reputation for exceptional service.

Join our team and shape the future of payments

**What you’ll do**:
- Provide efficient and professional support to our customers, expertly managing and resolving support tickets.
- Collaborate closely with the rest of the Support and technical teams to troubleshoot and resolve intricate technical issues related to API integrations, SFTP processes, and SQL databases. This includes actively researching technical solutions and proposing effective resolutions.
- Empower our merchants to maximize the value of SlimPay's products and services through comprehensive training and educational initiatives.
- Contribute to our knowledge base by creating and updating internal and external documentation, as well as developing clear internal procedures.
- Actively participate in cross-functional and internal projects aimed at optimizing processes and enhancing customer satisfaction.

**Who you are**:
- Highly self-motivated with a proven ability to manage multiple tasks simultaneously while maintaining meticulous attention to detail.
- Demonstrate the ability to effectively prioritize tasks and maintain composure in a fast-paced environment.
- A proactive and enthusiastic team player who thrives in a collaborative setting.
- Fluent in both French and English. Proficiency in another European language is a significant plus.
- Have a solid understanding of SQL and Unix. Familiarity with Python is a valuable asset.
- Bring prior experience or a strong eagerness to learn and utilize tools such as Salesforce, Jira, Kibana, Slack, and Google Workspace (Sheets, Slides, Docs); possess general IT proficiency.
- Familiarity with payment processes and SEPA direct debits is advantageous.

Are you someone who voices new ideas and acts on them? Do you value great communication with all stakeholders? We are looking to strengthen the team with dedicated, highly motivated people who thrive in working with different areas across the organisation.