Customer Helpdesk Specialist – eCom Onboarding

Nexi Group

. Independently handle phone conversations with merchants, troubleshoot issues, propose solutions, and escalate complex cases .

Posted 10/26/2026full-timePoznań • PolandJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and operational support, particularly in KYC and AML processes, while effectively managing B2B customer communications and utilizing ticketing systems to resolve issues efficiently.

Highest-signal resume keywords

Customer Service ExperienceKYC/AML KnowledgeB2B Communication SkillsTicketing Systems ProficiencyRisk Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KYC ProcessesAML ProcessesRisk AssessmentDocumentation AnalysisAccount ManagementOperational SupportBusiness Relationship ManagementTransaction ManagementData Verification

Soft Skills

Communication SkillsProblem-SolvingRelationship BuildingCollaboration

Tools & Technologies

OTOBOALTARMS OfficeExcelWordOutlook

Industry Keywords

Customer OnboardingB2B SupportMerchant ServicesOperational RoleShift Work

About the role

Key responsibilities & impact

Independently handle phone conversations with merchants, troubleshoot issues, propose solutions, and escalate complex cases
Manage email correspondence and business customer requests through full resolution
Support merchant onboarding by making account changes and updating company information
Verify customer documentation, company registration data, and declarations for KYC and AML processes
Identify Ultimate Beneficial Owners and verify PEP status
Analyse merchants’ business activities to assess business relationship risks
Use OTOBO, ALTAR, and other operational and ticketing systems while meeting SLAs
Collaborate with other teams and relevant experts
Maintain a high standard of customer communication

Requirements

What you’ll need

At least 2 years of experience in customer service, online payments, risk, KYC/AML, or a similar operational role
Experience supporting B2B customers, including phone calls and email communication
Practical experience with ticketing systems, back-office tools, or transaction management platforms
Ability to analyse documentation, company registration data, and information from various sources
Willingness to work in shifts, including weekends
Good knowledge of MS Office, particularly Excel, Word, and Outlook
Very good communication skills and ability to build strong customer relationships
High school graduate

Benefits

Comp & perks

Attractive salary and a competitive benefits package
Tech equipment, including the latest technology to support your work
Collaboration with an international team across Europe
Hands-on experience and structured training through PayTech University
Learning, growth, and career development opportunities