Customer Service Specialist St Nd Line (Remote)

About us and our team

Are you interested in joining one of Europe’s leading PayTech companies?

Do you want to be part of a diverse team, collaborating with colleagues from across Europe? If so, you’re in the right place! We are one Nexi Group, after merging Nexi, Nets and Sia, with presence in over 25 countries. With over 80 years of experience we offer plenty of opportunities for personal and professional growth.

Why join us in 2024?

Think of the digital tools we use daily – from virtual shopping to contactless payments. They’re shaping our future. Join us to influence the future of digital banking in an innovative environment. With our global merger, the opportunities for personal growth and collaboration are immense.

If you join us in the role of Acquiring Customer Support Specialist 1st and 2nd LVL (m/f/d), this is what you can expect from us:

• Attractive salary and an overall competitive package
• Well-structured training for the job, constant support from your manager and numerous development opportunities in a truly international environment
• Hybrid way of working, home office equipment & monthly internet allowance, flexible work hours & transportation subsidy, cafeteria & free parking spaces (location Eschborn only)
• Equipment needed for the role (e.g. laptop, mobile phone, company car)
• Voluntary pension fund (company-sponsored retirement plan or pension)
• Referral bonuses for recommending new team members to join the company
• Bike leasing

About your future role

You are the contact person for telephone and written inquiries about business partner relationships and ensure the technical support of customers, sales staff and sales partners. Possibility for evolution in the organization.Your key responsibilities in this role will be:

• 1st and 2nd level support for customer inquiries: First point of contact for questions from our existing customers about their contracts
• Support (by telephone and in writing) for national customers in connection with contracts, transactions and billing issues in all national languages (DE, FR and IT)
• Set up and contribute to continuous improvement processes
• Assessing customer inquiries according to priority, completeness of the inquiry, completeness of the documents submitted and initiating a solution in cooperation with the responsible specialist departments in Switzerland and Germany
• Implementing customer inquiries using our acquiring platform or by transferring and forwarding customer cases to support teams in Germany, Denmark or Croatia
• Monitoring ongoing clarification cases via our CRM and ticketing system and proactively promoting the rapid processing of customer inquiries and complaints
• Contact person for sales colleagues (internal and external sales), agents and sales partners for all customer-related service enquiries
• Preparation and processing of telephone and written inquiries, orders and complaints from customers and service providers and appropriate forwarding to the relevant department
• Outbound calls for clarification cases
• Compliance with the defined handover processes to the relevant interface
• Clear and transparent documentation in the CRM and ticket system
• Adjustments / changes to relevant master data (according to process

What makes you the best person for this job?

As you read about the role, are you eager to learn more? If so, review the qualifications that fit you for the position. Remember, beyond your skills and experience, it’s your potential that sets you up for success in your daily tasks.

Qualifications needed to be successful in this role:

• Successfully completed Customer Service excellence / commercial training or comparable qualification
• Professional experience in qualified customer service (telephone / written), preferably in the banking industry
• Fluent in English and German mandatory, French knowledge is appreciated
• Strong customer and service orientation (service mindset)
• Meticulous way of working
• Ability to work in a team and good communication skills
• High level of commitment and reliability
• Good interaction with demanding customers

If this opportunity resonates with you, we’d love to hear from you!

Please apply at your earliest convenience. We’ll be reviewing applications continuously and closing the position once we’ve found the right fit. We are committed to creating a diverse culture where talents from all walks of life can feel like they truly belong.

By exploring this job opening, you’re one step closer to joining us. We’re excited to learn more about you!