.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's services, products or concerns.Day-to-Day ResponsibilitiesResponsible for maintaining within the parameters set the service KPIs of the business processes.Handling customer complaints or any major incidents.Investigating and solving customers' 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 & payment transactions) through regular follow up, steering committees' 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.Providing help 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 about the 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
