Job Detail

The opportunity

As a Customer Care specialist, everyday there is a wide variety of questions presented to you. Answering these questions requires that you draw on your superior listening skills, to ensure you are able to identify the needs of our customers. It is important that you have a solution-oriented mindset and can see the bigger picture in the customers’ needs.

Your day-to-day responsibilities include

Merchant Support (70%):

• You will provide our merchants and partners with an excellent level of support through phone, email and chat, supporting them when they are experiencing issues or are requesting information.
• You will provide basic education on our platform: such as how the Merchant Portal works, how to view reporting and sharing your understanding of our product suite.
• As the ‘voice of our customers’ you are always listening and ensuring you share this feedback with teams across the organization.
• You are responsible for troubleshooting with Merchants on first-line account management, and general processing questions.

Department Collaboration (20%):

• As an integral member of our team, you’ll participate in meetings with the rest of the team to discuss updates like payment integration requirements, outages, bug fixes, product launches and projects status.
• You’ll work closely with Customer Operations Specialists, Technical Specialists and the Senior Technical Specialists, constantly learning and developing.
• You will organize your daily work as part of a high-performance team.
• You’ll accept feedback and learn from everything you do.
• You will constantly reflect on what worked, what didn’t, and how you can do better; but we will all learn as one.
• We will work as a team to provide incrementally better experiences - you will regularly make suggestions to improve our platform and implement these suggestions to better support our customers and partners.
• Each Customer Care Specialist will work with the Customer Care Manager to identify one long-term project that they will work on and ‘own’ that will directly contribute to the success of the entire team.

System Support and Optimization (10%):

• Maintain detailed internal notes on OneDrive, documenting problems and solutions for other specialists to use.
• Vote help articles up or down - depending on effectiveness in helping you respond to customer questions. Giving feedback while Be-ing Collaborative – now that’s a win!

Skills and abilities we are looking for

• You are passionate about customer service.
• You thrive in an environment where you are always learning, and enjoy giving and receiving feedback.
• You are a team player, and genuinely enjoy collaborating.
• Customer Care: ongoing collaboration with the entire Customer Care team.
• Sales: support Sales via the vic-salessupport Slack channel.
• Merchant Operations: support via nam-boarding and nam-activations and nam-risk.
• Product: Collecting feedback and sharing it via proper channels.
• Development and IT: filing and following up on basic ZOO tickets.

Grow with us, create tomorrow

At Worldline, we are dedicated to helping our people unlock their full potential - both professionally and personally. With comprehensive training and development programs, expert communities, and global mobility programs, you will always be able to develop and grow at Worldline - wherever you want to go and whatever you want to do. We also offer flexible hours and remote working, to empower you to be your best self at work and at home. 8 in 10 Worldliners consider Worldline a friendly place to work, and 9 in 10 are satisfied with the training & development they receive.

Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, 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 other applicable legally protected characteristics.

Learn more about life at Worldline on careers.worldline.com

Job Segment: Customer Service