The Customer Care Agent is an integral part of the SME Services in MS Operations within the organization. The team manages inquiries from SME-sized merchants who are customers. 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: 

• Transactions support 
• Settlement reports 
• Self-service portal usage 
• Technical support on Terminals 
• Invoice-related questions. 
• Other customer concerns
  

Working Hours: 

• Monday to Friday: 8:00 am to 4:00 pm 
  

Your key tasks and responsibilities are: 

• Handling e-mails/tasks in SAP CRM, SAP ERP, CAPS, Baxbis, etc. 
• Responding to customer inquiries in our inbox, assisting both internal and external departments 
• Performing administrative tasks such as changing bank account details and updating company information 
• Providing technical support to merchants with Nets Card Terminals 
• Supporting merchants with Nets Acquirer agreements

Your personal qualifications include: 

• Fluent English (speaking and writing). Additional language is a plus 
• 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: 

• Experience in customer service or contact centres with e-mail/task, Chat and call handling 
• Relevant work experience and knowledge of the fintech business area are a great benefit 
• Good cooperation skills with different stakeholders, both internal and external 
• Excellent communication and collaboration skills 
• 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

• Hybrid Working
• Mobile phone/Internet subsidy
• Trainings and courses
• Sports benefits
• Entertainment events for employees 
• Medical insurance
• Pension scheme (PPK) 
• Competition Award 
• Life, accident & critical illness Insurance 
• Paid Sick Leave
• Relocation bonus 
• 20/26 days of holiday