Kingfisher Business Account Customer Support Analyst

This 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 your local coffee shop to 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 Opportunity

This is a desk based customer service role, directly taking a large number of inbound calls and responding to a consistent volume of emails relating to business customers of a large UK retail client. Each team member will be dealing with calls and emails relating to web issues, account queries, transaction and invoicing queries from Customers, the Client and Merchants whilst representing Worldline and showcasing our expertise in customer service whilst ensuring agreed service levels are met each month.

This is a permanent role with shifts between 08:00 and 18:00 Monday to Friday and Saturday 09:00 – 13:00 on a rota basis. There is a requirement for some flexibility to ensure that service levels are maintained and work is delivered.

Day-to-Day Responsibilities​

• The customer support team are the first line of contact for our client and their customers, so you will ensure all incoming telephone calls/queries and emails are managed to client SLA standards.
• You review enquiries and deal with a range of issues including login issues/web guidance/transaction queries/invoice & statement queries.
• You build knowledge to identify common queries and resolve incidents with confidence.
• You develop skills in customer care, helpdesk system and database knowledge, and you talk directly to the client and the merchants we support as well as the customers who use the product.

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• You can help deliver a trusted service for our client and their customers.
• You've got substantial knowledge to help you identify problems and provide first call resolutions where possible.
• Ability to tackle incidents, issues and difficulties faced by our client and their customers.
• Motivation and passion for learning and developing your skill set.
• Excellent verbal and written communication skills. As a customer support analyst responsible for dealing with all inbound calls and emails for the service it is essential you’re able to successfully build relationships and be able to assist our callers with their requirements.
• You seek clear information and details in order to provide efficient service.
• You have profound experience in customer service skills with an excellent telephone manner.
• You will ensure the quality of your day-to-day interactions with all customers through all communication channels is of the highest possible standard.
• You can provide support and training to colleagues on processes, systems and portals.
• You possess sophisticated knowledge of PC/literacy skills, including the confident use of MS Word, Excel and Outlook. Also, you have the ability to use spreadsheets to capture and store data in a clear and logical manner as well as the ability to read and send/respond to emails.
• You have Willingness and flexibility with shift/rota patterns as required by the business. 
• You will have problem solving skills: the ability to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution, as well as attention to detail, able to document the details of issues clearly in a concise understandable manner.

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:

• 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.
• You’ll be part of one of the most exiting areas of growth within Worldline, supporting our Business Account Card customers and clients.

Shape the evolution

We 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