Customer experience expert
This is Worldline
We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.
The Opportunity
The Customer Experience Expert is responsible for the operational relationship of clients. He/she is involved in the day to day customers operations providing technical support and training on the use of WorldLine systems and functionalities. Moreover, he/she shares best practices with other Customer Experience Experts.
Day-to-Day Responsibilities
As a member of the CEC team you will be the customer's first and foremost contact with Worldline.
- Resolve Merchant questions and escalations in accordance with service levels
- Manage merchant configurations: contract details, workflow, international currencies, WorldLine features and services, security, merchant payment accounts, financials, and reporting
- Provide customized training programs & documentation for clients
- Manage the Operational Relation with clients
- Create and monitor a dashboard on Performance Indicators such as: external SLA results, success rates on WorldLine services and products, questions and complaints
- Ensure smooth (inter)departmental processes and the highest level of service by working together with other departments
- Keep day to day contact with merchants in assigned verticals
- Send timely and accurate announcements to clients on operational delays and issues
Who Are We Looking For
We look for big thinkers. People who can drive positive change, step up and show what's next - people with passion, can-do attitude and a hunger to learn and grow. In practice this means:
- IT related Bachelor's Degree or Business Administration with IT knowledge
- Strong international affinity and experience in the payment industry is a plus.
- Client oriented and pro-active attitude
- Ability to work effectively with clients, vendors and technical staff at all levels.
- Ability to operate in a highly matricial environment
- Excellent communication and presentation skills are critical to success.
- Result driven, persistent
- Able to work independently
- Take ownership
- Team player
Shape the evolution
We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.