The opportunity

Day-to-day responsibilities

Customer Experience

• Be the point of contact for the assigned Key Account customers for any after sales requests via phone and email.
• Provide the best possible responses, answer and/or solution to customer requests and/or forward the request to the adequate department and ensure follow up.
• Monitor and check activities ensuring that they are correctly managed.
• Communicate and inform the customer about the status of their request.
• Ensure High quality Services.
• Contractual SLA, Service Level Objective (SLO) expertise and monitoring

Improvement

• Identify structural issues proactively, analyse and ensure implementation of improvements.
• Keep track and report on your customer's issues to relevant stakeholders and ensure full & effective resolution.
• Customer escalations/ complaints: own, lead, follow up and ensure fast involvement of Management, via Official Escalation Process.

Customer Relationship

• Build and maintain strong operational customer relation.
• Build and maintain strong internal network, and support actively Business Projects with Sales, Customer Services and other departments.
• Manage implementations and roll outs (Controlling project schedule, risks, scope of work, financial awareness.
• Ensure to acquire skills aligned with needs of assigned Customer / Vertical / Platforms, Business products and processes, and get knowledgeable for assigned customer queries.

Operational Excellence

• Actively provide relevant input in problem solving activities and implements agreed solutions.
• Find and suggest areas for process improvements in a respective field of responsibility.
• Contribute actively to the department's/team's SLA.

Who are we looking for

• 3+ years of experience in a comparable customer-oriented role, account management, or similar role within the fintech or financial services industry
• Fluency in English and Croatian language
• Excellent communication and interpersonal skills, with the ability to explain complex concepts clearly
• Ability to manage multiple client accounts with a high level of organization
• Problem-solving mindset with a proactive approach to customer engagement
• Familiarity with CRM tools such as Salesforce or similar platforms
• Understanding of financial products, payments, banking technology, or related fintech solutions will be a plus

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:

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Referral program
• Public transportation allowance
• Meal allowance
• Annual bonus.

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.

Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers, we inform you that Worldline Financial Services (Europe) S.A., a joint-stock company, Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations).

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