Customer Experience Expert

About Worldline
Worldline [Euronext: WLN] is a global leader in the payments industry and the technology partner of choice for merchants, banks and acquirers. Powered by c. 18,000 employees in more than 40 countries, Worldline provides its clients with sustainable, trusted and innovative solutions fostering their growth. Services offered by Worldline include in-store and online commercial acquiring, highly secure payment transaction processing and numerous digital services. In 2022 Worldline generated a revenue close to 4.4 billion euros.worldline.com

Customer experience expert 
 

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 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 Opportunity 

The Customer Experience Expert is responsible for the operational relationship of clients. He/she is involved in the day to day customers operations providing technical support and training on the use of WorldLine systems and functionalities. Moreover, he/she shares best practices with other Customer Experience Experts. 

Day-to-Day Responsibilities​ 

As a member of the CEC team you will be the customer's first and foremost contact with Worldline. 

• Resolve Merchant questions and escalations in accordance with service levels 

• Manage merchant configurations:  contract details, workflow, international currencies, WorldLine features and services, security, merchant payment accounts, financials, and reporting 

• Provide customized training programs & documentation for clients 

• Manage the Operational Relation with clients 

• Create and monitor a dashboard on Performance Indicators such as: external SLA results, success rates on WorldLine services and products, questions and complaints 

• Ensure smooth (inter)departmental processes and the highest level of service by working together with other departments 

• Keep day to day contact with merchants in assigned verticals 

• Send timely and accurate announcements to clients on operational delays and issues  

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: 

• IT related Bachelor’s Degree or Business Administration with IT knowledge 

• Strong international affinity and experience in the payment industry is a plus. 

• The ideal candidate possesses a clear understanding of Internet technologies 

• Client oriented and pro-active attitude 

• Ability to work effectively with clients, vendors and technical staff at all levels. 

• Ability to operate in a highly matricial environment 

• Excellent communication and presentation skills are critical to success. 

• Result driven, persistent 

• Able to work independently 

• Take ownership 

• Team player 

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  

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. 

The 18 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow.