This is WorldlineWe 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 OpportunityService Manager is the main interface with Customer.Accountable for all is concerning existing services contracts with assigned customers, including monthly follow-up meetings with customer representatives.Responsible for overseeing customer services in the organization, handling customer complaints and assisting assigned customer who have questions about the company#39;s services, products or concernsDay-to-Day Responsibilities(P1) Responsible for maintaining within the parameters set the service KPIs of the business processes.
Handling customer complaints or any major incidentsInvestigating and solving customers#39; problems, which may be complex or long-standing problems that have been passed on by customer service assistants; Keeping accurate records of discussions or correspondence with customers; Manage priorities for fix implementation Ensure relationships with Customers using Worldline services (terminals amp; payment transactions) through regular follow up, steering committees#39; organization, individual counselling,… Analyzing statistics or other data to determine the level of customer service the organization is providing; Writing reports analyzing the customer service that the organization provides; (P2) Providinghelp and advice to customers using the organization's products or services; Visiting customers to provide a one-to-one service; Developing feedback or complaints procedures for customers to use; Developing customer service procedures, policies and standards for your organization or department; Ensure an effective flow of information between the different internal stakeholders and clients.
Meeting with other managers to discuss possible improvements to customer service; Leading or supervising a team of customer service staff; Learning aboutthe organization's products or services and keeping up to date with changes; Keeping ahead of developments in customer service Gather data, identify contingencies and required enabling activities.Drives a culture of Efficient Delivery.
Ability to work across functional and business unit lines and develop and maintain a culture of partnership between different parts of the organization.Together with internal clients, define and deliver the performance dashboard that provides visibility on the client engagement evolution Work to identify competences gap and develop corrective action programs.
Control and continuous improvement of the operation management processes (Incidents, Requests, Changes, Problems, Releases, Service Level Control) according to WL standards.
Who Are We Looking For Functional competencies Customer Account Management (P1) Supplier and /or third-party managementHard skills University degree or equivalent - Administrative, ADE, Economics or similar careers.
Minimum of 5 years working experience in a similar position Experience Payment industry (P1) Experience working with geographically dispersed teams.Strong analytical skills and advanced reporting.
English language minimum level B2 (spoken and written), advanced level C1 is preferred French or other European languages – optional / a plus.Microsoft Office tools advanced level (PowerPoint, Excel, Word, Access, project, etc.
)Experience in Salesforce application Strongly oriented to the achievement of results and objectives Willing and ability to travel Valuable project managementSoft skills Effective communication (Active listening, verbal communication, nonverbal communication, written communication, intercultural competence, presentation skills) Leadership Problem-solving Teamwork Conflict management (Empathy, assertiveness, negotiation, mediation, conflict resolution) Time management (Planning, goal-setting, delegation, time blocking) Creativity Adaptability (Flexibility, resilience, growth mindset, analysis) Critical thinking Proactivity Emotional intelligence experience Perks amp; BenefitsAt Worldline you'll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid.
On top of that, you will also:Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.Enjoy remote work: 50%Enjoy flexible working hours: we do not work on Friday afternoons!
Intensive work day July and August.Enjoy wide range of training through our eLearning platforms (Linkedin Learning, Percipio, Speex, Cross Knowledge).Specific training, both technical and managerial (Dockers, Management 3.0, Scrum, Jetpack Compose, Design thinking, ...).Join the Worldline Global Expert Community: we organize events where experts share their technological achievements.Shape the evolutionWe 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.Learn more about life at Worldline at careers.Worldline.Com
