Customer Service Specialist
The opportunity
Is customer service what you like? Do you feel comfortable in a cross-divisional role in which you promote the customer’s interests in cooperation with the managers of both business and delivery units (IT, CS, Product)?
Then we might just have the perfect challenge for you! As a Customer Service Specialist (m / w / d), you will report to the Manager Enterprise Customer Experience Center, and you will be responsible for supporting on technical requirements and issues of Worldline services to customers that use both terminal and acquiring services from Worldline.
In this role, you will ensure that business receives support.
Your tasks and responsibilities
- Be the 1st point of contact for the customers' after-sales requests via phone and / or e-mails or any other channel
- Receipt and respond to after sales requests, analyzes and classification of customer requests
- Provide the best possible answer and / or solution to customer's requests in the assigned area of responsibility, and / or forward / escalate the request to the adequate department
- Assist the customer with a resolution within the agreed timescales, using the Worldline tools provided, while ensuring that these tools are effectively managed and updated
- Provide general information and documents on products, services and campaigns
- Initiate adequate measures and activities according to defined processes and responsibilities if the customer request cannot be resolved at 1st level
- Register customer request accordingly in the ticketing tool
- Ensure, if necessary, change of data in the relevant tools and systems according to defined processes and responsibilities
- Receipt and handling of customer complaints according to defined processes and responsibilities
- Detect, classify and initiate measures in case of technical incidents
Who we are looking for
- Commercial degree and experience in customer services area
- Former experience preferably within the service industry (Retail, Hospitality, Transport, Travel or others)
- Very customer minded
- Identification and quick understanding of needs and expectations of the customer and / or market
- Strong communication skills at all levels, you are persuasive, know how to make an impact and to negotiate
- Fluent in German and English, every other language is an asset
Perks & Benefits
At Worldline, you will have the opportunity to work at the heart of the global payment industry and shape the future of how the world pays.
In addition, you will have :
- Mobile working within Switzerland and flexible working time models
- Support for public transportation subscriptions
- Access to the company’s staff restaurant
- Comprehensive training programs
- Additional benefits for families
- A sustainable, international company culture