At Mercell, we're on a mission to revolutionize public procurement, making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make a great deal easier and shape the future. That's what we're all about.
With a dynamic culture built on continuous growth, trust, and collaboration, Mercell offers an environment where your talents can thrive. You will be part of an international environment with ambitious and dedicated colleagues who are passionate about what they do and supported to be themselves.
Together, let's shape the future and create real value for society, one innovative solution at a time.
Our Customer Service & Support, is a team of over 60 professionals responsible for ensuring a smooth experience for our public tendering customers across Europe. Our area of expertise extends from supporting the software platforms, to understanding the public procurement process, all the way to anticipating customers' needs and using modern technology to answer them.
As a Customer Service Agent at Mercell, you will play a key role in ensuring a smooth and reliable experience for our customers across Europe, including public buyers and suppliers navigating complex public procurement processes. You will act as a trusted first point of contact for customers using our platform.
Your mission is to provide timely, accurate, and solution-oriented support, helping customers resolve issues, understand functionality needs, and successfully complete their procurement activities. This role reflects Mercell’s commitment to operational excellence and customer focus combining responsiveness, product knowledge, and empathy to deliver high-quality service at scale.
Provide first-line support via phone, email, and digital channels to customers across different markets.
Investigate platform-related issues and guide customers through solutions clearly and efficiently.
Ensure accurate case documentation and follow-up in CRM/support systems.
Escalate complex issues appropriately while maintaining ownership of customer communication.
Contribute to maintaining high customer satisfaction and service level targets (SLAs).
Identify recurring issues and proactively share feedback internally to improve product and processes.
Support onboarding and basic product guidance for new customers where relevant.
Proven experience (ideally 2+ years) in customer service, support, helpdesk, or a similar client-facing role.
Strong communication skills with the ability to explain technical topics clearly and simply.
Structured and organized approach to successfully navigate multiple priorities simultaneously. Problem-solving mindset and ability to stay calm under pressure.
Comfortable working with support systems, CRM tools, and digital platforms.
Fluency in English is essential for internal collaboration and documentation.
Fluency in Dutch and German.
Experience supporting SaaS platforms or digital products.
Familiarity with public sector environments or procurement processes.
Experience working in a fast-paced, international environment. Interest in process improvement and service optimization.
Start date: As soon as possible
Duration: Full time
Location: Utrecht, Netherlands (Hybrid) or Berlin, Germany (Remote)
Application Deadline: 10-05-2026. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them
What we offer
As a fast growing technology company, we are committed to taking care of our employees through initiatives such as hybrid work to support work-life balance, health and insurance plans (may differ per country/office), pension plans, paid parental leave, social happenings and competitive salary packages. Please see https://career.mercell.com/posts/our-perks-benefits to get more insights on what to expect of perks, benefits and culture when joining Mercell.
Has this sparked your interest?
Then we can't wait to have you join our mission and looking forward to receiving your application!
-Mercell is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences.
-Mercell handles all personal data in line with GDPR and our Privacy Policy.
-Mercell does not provide relocation support. We are seeking candidates who are already based in, or have existing work authorization for, the country where the role is located.
-Mercell may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this.
Mercell is the largest public tendering and bidding platform for European buyers and suppliers, dedicated to enhancing connectivity between public buyers and suppliers. We make tenders compliant and easy, while enabling equal opportunity for all suppliers to the public sector.
Mercell is the most comprehensive platform for supply and demand. Expect transparent tender and procurement processes with ensured compliance that benefits buyers and suppliers equally.
Our many hundreds of thousands of buyers and suppliers make us the leading solution within digital procurement.
We make thriving in - and venturing into - public business intuitive, hassle-free and compliant at every step. Because - from where we see it, it really is simple:
Why make it difficult, when it can be easy?
Start your public business journey today by taking the most natural, direct shortcut to the world of public business.
