.Customer Relationship Manager Specialist/ExpertLocation: Madrid, Community of Madrid, ESThis 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 local coffee shops to international banks.The Opportunity:The Service Manager is the main interface with customers, accountable for all matters concerning existing service contracts with assigned customers, including monthly follow-up meetings. Responsibilities include overseeing customer services, handling complaints, and assisting customers with questions about the company's services and products.Day-to-Day Responsibilities:Maintain service KPIs for business processes.Handle customer complaints and major incidents.Investigate and solve complex customer problems.Keep accurate records of discussions or correspondence with customers.Manage priorities for fix implementation.Ensure relationships with customers using Worldline services through regular follow-ups and steering committees.Analyze statistics to determine customer service levels.Write reports analyzing customer service performance.Provide help and advice to customers using the organization's products or services.Visit customers to provide one-to-one service.Develop feedback or complaints procedures for customers.Develop customer service procedures, policies, and standards.Ensure effective flow of information between internal stakeholders and clients.Meet with other managers to discuss improvements to customer service.Lead or supervise a team of customer service staff.Learn about the organization's products or services and keep up to date with changes.Gather data, identify contingencies, and required enabling activities.Drive a culture of Efficient Delivery.Define and deliver performance dashboards for client engagement.Identify competencies gaps and develop corrective action programs.Control and improve operation management processes according to WL standards.Who Are We Looking For:Functional Competencies:Customer Account ManagementSupplier and/or third-party managementHard Skills:University degree or equivalent in Administrative, ADE, Economics, or similar fields.Minimum of 5 years working experience in a similar position.Experience in the payment industry.Experience working with geographically dispersed teams.Strong analytical skills and advanced reporting.English language minimum level B2 (C1 preferred).Knowledge of French or other European languages is a plus.Advanced proficiency in Microsoft Office tools.Experience in Salesforce application.Results-oriented with a willingness to travel.Valuable project management skills.Soft Skills:Effective communication skills.Leadership abilities.Problem-solving skills.Teamwork and conflict management.Time management skills.Creativity and adaptability.Critical thinking and proactivity.Emotional intelligence
