Customer Experiene Expert
Hoofddorp, Netherlands

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

For Worldine’s headquarters, we are in search of a highly motivated Customer Experience Expert who will make a significant contribution to our growth strategy. 

The Customer Experience Expert is responsible for the operational relationship of clients. You are involved in the day-to-day customer operations providing technical support and training on the use of Worldline systems and functionalities. Moreover, you share best practices with the team.  

Day-to-Day Responsibilities

• Serve as the single point of contact for merchants; handle financial queries, product questions, and basic technical/administrative inquiries.
• Resolve merchant questions and escalations within defined service levels; triage, investigate, and coordinate with relevant internal teams to close cases.
• Demonstrate a customer-centric approach; understand actual merchant needs and go the extra mile to satisfy them.
• Perform initial analysis, determine appropriate actions, and collaborate with other departments (Billing, Product, Engineering, Compliance, Legal, etc.) to resolve issues.
• Provide customized training to merchants on products, processes, and self-service resources.
• Monitor dashboards and key performance indicators (KPIs), aggregate questions and complaints, and identify trends to drive improvements.
• Ensure smooth interdepartmental processes and the highest level of service by partnering with other teams.
• Manage ongoing merchant relationships; maintain day-to-day contact and proactive engagement.
• Communicate timely and accurate announcements to merchants regarding operational delays, outages, and issues.
• Independently process all kinds of requests from customers, partners, and third parties; follow up on ongoing requests until resolution.
• Actively contribute to problem solving and change implementation within the team.

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:

• 2+ years of relevant customer experience with Bachelor’s in related field.
• Client-oriented and proactive attitude 
• Strong communication skills are critical for an excellent customer experience 
• Ability to work effectively with clients, vendors and technical staff at all levels. 
• Team player and also able to work independently as part of an international team 
• Strong international affinity and experience in the payment industry is a plus 
• Experience with MS Office or IT systems (Salesforce) will be an asset
• Professional proficiency in English is a “must”.

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.
• At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

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.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

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