Nexi Group

Customer Helpdesk Specialist – Onboarding eCom

Nexi Group

full-time

Posted on:

Location Type: Hybrid

Location: Poznań • Poland

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About the role

  • Independently handle inbound and outbound phone calls with merchants, diagnosing issues, providing quick solutions, and escalating when needed
  • Manage complex customer interactions requiring clarification of product and regulatory topics, ensuring consistent communication and accurate documentation
  • Take ownership of the shared mailbox, analyzing requests and leading communication until full resolution
  • Perform account changes (e.g., company data, legal form, bank details) in line with internal procedures and approval paths
  • Execute KYC/AML tasks, including verification of documents, identity checks, and ensuring compliance with regulations
  • Analyze merchant business models using registry data (e.g., PKD, websites) and conduct basic risk assessments
  • Work daily with ticketing and transactional systems (e.g., OTOBO, 3CX), ensuring SLA adherence, prioritization, and data completeness
  • Collaborate with internal teams, escalate complex cases with full context, and maintain high standards of communication quality

Requirements

  • Minimum 2 years of experience in customer service, payments, risk, KYC/AML, or similar operational roles
  • Strong experience in B2B customer support, including phone and email communication
  • Hands-on experience with ticketing systems, transactional platforms, or financial back-office tools
  • Ability to analyze documents and data, draw conclusions, and assess basic risk
  • Availability to work in a shift system (including weekends)
Benefits
  • Attractive salary and a competitive benefits package to reward your expertise and contributions
  • Tech equipment: Get the tools you need to succeed, including the latest technology to support your work
  • Join an international team: Collaborate with experts from across Europe and bring your ideas to life in a dynamic, global environment
  • Grow and develop: Gain hands-on experience and structured training through our PayTech University, designed to accelerate your career and help you reach your full potential
  • Hybrid work model: Combine office collaboration in Poznań with remote flexibility
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
KYCAMLrisk assessmentdocument verificationdata analysisaccount managementcustomer serviceB2B supportissue diagnosisproblem-solving
Soft Skills
communicationownershipcollaborationclarificationescalationattention to detailorganizational skillscustomer interaction managementadaptabilitytime management