This is Worldline.

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. 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 :

We are looking for a proactive and customer-focused Client Service Desk Agent to join our team. In this role, you will be responsible for managing the full lifecycle of service request and incidents that impact our clients, communicating effectively with customers, processing service requests. You will utilize your customer service skills to ensure high levels of client satisfaction while contributing to the optimization of Client Service Desk activities.

Day-to-Day Responsibilities​

• Ensure effective follow-up on open cases until resolution.
• Monitor, follow up, and manage in an end-to-end manner the entire lifecycle of customer-related service requests and incidents (P3, P4), ensuring prompt resolutions and a high level of service.
• Communicate solutions clearly and effectively in a client-friendly manner.
• Handle customer requests with professionalism, following agreed procedures.
• Lead smaller projects aimed at enhancing Client Service Desk operations.
• Conduct client communications regarding maintenance work announcements and incidents, primarily through our Status page or via email, according to process in place.
• You will act as the preferred contact for the customers appointed to you, collaborating closely with the appointed BDM.
• As a preferred contact, you are the customer's primary contact for operational escalations, demonstrating a customer-centric approach through robust follow-up skill. You prepare for and conduct effective customer meetings, ensuring comprehensive preparation and engagement on several operational tracks.
• As part of our diverse Client Service Desk team, you will collaborate with colleagues based in Belgium (part of a BeLux team) and our nearshore team in Romania. We value cultural diversity and believe it enhances our creativity and problem-solving capabilities. You should be open to understanding different perspectives and approaches to service delivery, embracing the collaborative spirit that bridges our teams across borders.
• Our organization is evolving rapidly, and the ability to adapt to changing work environments is essential. We seek team members who are flexible, resilient, and ready to embrace new challenges and processes as we grow. Being open to change and continuous learning will help you thrive in this dynamic atmosphere.

Who Are We Looking For :

• Experience (one or two years) in any customer service function or as an employee in Front/Back office working at a FinTech or financial institution, handling payment services.
• Demonstrated attention to detail and strong administrative skills, with evidence of compliance with company policies and procedures.
• Desirable: Experience in customer service environments with a solid understanding of supporting IT systems and tools, preferably experience in (card) payment industry .

• Holds a professional qualification (specifics not defined).

• Strong verbal communication skills with the capacity to clearly convey information and engage clients effectively.
• Good understanding of the business processes relevant to the Client Service Desk.

Perks & Benefits

At 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:

• Work from home allowance
• Hybrid Working Policy
• Meal vouchers
• Gift vouchers on the occasion of Christmas/Easter Holidays
• Private medical services
• Vacation days according to the local policies
• Referral bonuses for new hires recommended by you
• WFH & Flexible Working Hours
• Full access to the “Learning” platform

Shape the evolution.

We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. 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. And with our empowering culture, strong technology and extensive training opportunities, we help you accelerate your career. Wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.