About us and our team
Does working at one of Europe’s largest fin-tech companies sound interesting to you? Are you keen to join a rapidly growing team, in an international environment where you’ll get tons of opportunities to develop yourself, and collaborate with colleagues from all over Europe? If so, you are in the right place! Nets is part of the Nexi group. As a group, we come from the merger and integration of Nexi, Nets and Sia; with a presence in more than 25 countries, more than 10,000 employees across Europe and experience on the market for more than 80 years. We provide limitless growth opportunities for our employees.
About your future role
The Customer Care Agent is an integral part of the SME Services in MS Operations within the Nordic & Baltic SME Services organization. The team manages inquiries from SME-sized merchants who are customers of Nets. Responsibilities include handling emails, chats and calls from customers with either acquiring or technical products with Nets. We operate in several key CRM, ERP, and other customer-related systems, making proficiency in various IT systems advantageous.
Support We Provide:
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Transactions support
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Settlement reports
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Self-service portal usage
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Technical support on Terminals
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Invoice-related questions.
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Other customer concerns
Working Hours:
Monday to Friday: 8:00 am to 4:00 pm
Your key tasks and responsibilities are:
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Handling e-mails/tasks in SAP CRM, SAP ERP, CAPS, Baxbis, etc.
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Responding to customer inquiries in our inbox, assisting both internal and external departments
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Performing administrative tasks such as changing bank account details and updating company information
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Providing technical support to merchants with Nets Card Terminals
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Supporting merchants with Nets Acquirer agreements
What makes you the best person for this job?
Your personal qualifications include:
- Fluent Swedish and English (speaking and writing)
- Strong communication skills, both verbal and written
- Team player, enthusiastic about delivering a great customer experience
- Capable of technical reporting of IT incidents
- Detail-oriented with a strong customer mindset
- Conscientious and persistent in obtaining valid customer information
- Organized with the ability to prioritize tasks
Competence and experience:
- Excellent communication and collaboration skills
- Good cooperation skills with different stakeholders, both internal and external
- Experience in customer service or contact centres with e-mail/task, Chat and call handling would be an asset
- Relevant work experience and knowledge of the fintech business area are a great benefit
- Knowledge of corporate structure, business forms, subscription rules, card companies’ credit policies, AML, KYC, GDPR, e-commerce law, guidelines for e-commerce, and general knowledge of internet commerce are a great benefit
Background and qualifications:
- Administrative background or experience with administrative tasks
- Experience with payment products and card services is beneficial but not required
- Proactive and diplomatic approach to customer’s support
- Strong commitment to assisting customers in resolving issues
- Result-oriented, service-minded, self-driven, and flexible
- Strong service orientation with an emphasis on quality and precise task execution
- Team player who understands the importance of collective effort to achieve success
Additionally, we offer next benefits:
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Customer Service, BPO/SSC
English, Swedish
