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 Premium Customer Service Agent/Technical Support Specialist provides personalized, high-touch support to our premium clients. You will resolve complex issues with empathy and efficiency, build lasting relationships, and proactively anticipate customer needs. Your goal is to protect loyalty, elevate the client experience, and contribute to the growth of premium offerings.

Day-to-Day Responsibilities​

• Serve as the primary point of contact for premium clients via phone, email, and chat; respond promptly and professionally.
• Build strong relationships by understanding client preferences, history, and goals; capture and maintain accurate client profiles in the CRM.
• Resolve elevated or complex issues end-to-end, coordinating with cross-functional teams (Billing, Logistics, Tech, Product) to ensure timely and accurate resolutions.
• Process premium orders, exchanges, returns, warranties, and program enrollments with precision and adherence to policies.
• Proactively identify opportunities to upsell or cross-sell relevant premium services or products, communicating value while maintaining trust.
• Maintain thorough, up-to-date documentation of all client interactions; ensure data privacy and compliance with company policies.
• Contribute to knowledge base and training materials; share best practices to improve team performance.
• Monitor client health indicators (CSAT, NPS, feedback) and follow up to mitigate risk of churn.
• Meet or exceed defined service level agreements (SLAs) and quality standards; participate in regular quality assurance reviews.
• Escalate issues when necessary and follow through to ensure resolution is documented and complete.
• Represent the brand voice with professionalism, courtesy, and discretion in all interactions.
• Participate in ongoing training, coaching, and collaborative problem-solving with the Premium Services 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:

• 3+ years in premium or high-touch customer service, luxury hospitality, concierge, or related field.
• Excellent written and verbal communication with the ability to tailor tone for VIP clients.
• Excellent written and verbal communication in English and  French.
• Strong problem-solving, conflict resolution, and decision-making skills.
• Proficiency with CRM and ticketing systems (e.g., Salesforce, Zendesk) and standard productivity tools.
• Demonstrated ability to manage multiple tasks, prioritize, and meet deadlines in a fast-paced environment.
• High level of empathy, patience, resilience, and a customer-first mindset.
• Flexibility to work some evenings  as needed to support premium clients.

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.

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 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.

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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