Customer Service Specialist

At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you are a highly-skilled **Customer Service Specialist**, then get ready to join our company

We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.

**Your day-to-day responsibilities include**:

- You have the responsibility to maximize business performance ensuring customer satisfaction and loyalty, analyzing complaints and managing quickly client’s claims and requests.
- You monitor and checks activities ensuring that they are correctly managed, escalating to Field service team in case of issues keeping aligned client accordingly.
- You must be able to recognize which kind of issue must be escalated.
- You take care of customer relationship, planning the activities when necessary in agreement with Client and monitoring that all the stakeholders involved performs their task.
- You are responsible to deliver service according to Contract requirements and in contact with Customer Service Coordinator and clients representatives in case of needs.
- You monitor backlog activities escalating if needed in order to achieve SLA.
- You prepare daily, weekly and monthly reports of customer SLA.

**Signs of success**
- You monitor performances to reach internal SLA.
- You ensure that all activities have been correctly managed.
- You manage daily relationship with Clients representatives.
- You ensure that all the clients' needs have been tackled successfully.
- You advise management on situations that may require additional client support or escalation.
- You promote actions to continuously improve customer experience

**Skills we can’t do without**:

- You have profound experience in MS tools.
- You possess sophisticated, accurate and proactive approach to monitor KPIs and performances.
- You have sophisticated Time Management skills.
- You have excellent verbal and written communication skills in English
- You have excellent listening skills, critical thinker with attention to detail

**Skills we’d like**:

- Project management certification (Six Sigma or equivalent)

**More reasons to join us**

In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, generous annual leave, private medical insurance, an attractive pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.

What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

Our success comes from strong skills, new insights, diverse points of view and the energy of all Worldliners. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.