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Customer Experience Expert

2 weeks ago

Singapore Worldline Full time

**T**his** 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 O**pportunity**

Worldline’s headquarters is located in Amsterdam, The Netherlands. For our office in Singapore, we are in search of a highly motivated Customer Experience Expert who will make a significant contribution to our growth strategy.

Purpose of Role

**The Customer Experience Expert** is responsible for the operational relationship of clients. You are involved in the day-to-day customer operations providing technical support and training on the use of Worldline systems and functionalities. Moreover, you share best practices with other Customer Experience Experts.

**Day-to-day responsibilities***
- You are the single point of contact and provide support for merchants including financial queries, answering product questions and providing answers to basic technical and administrative questions
- Resolve Merchant questions and escalations following service levels
- You are customer focused, understands the actual needs and are willing to take this extra mile to satisfy those needs
- You are able to do a first analysis, take appropriate action and collaborate with other departments and stakeholders to resolve issues
- Provide customized training for merchants
- Monitor dashboards on Performance Indicators, questions and complaints
- Ensure smooth (inter)departmental processes and the highest level of service by working together with other departments
- Manage Operational Relation and Keep day-to-day contact with merchants
- Send timely and accurate announcements to merchants on operational delays and issues
- You Independently process of all kind of requests from our customers, partners and third parties as well as follow up on ongoing requests
- You actively assist in all areas of the team, including participation in problem solving activities and implementation of changes

**What 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:

- Fluent in English. Mandarin is a plus.
- Bachelor's degree
- Around 2 to 3 years of relevant customer experience
- Client-oriented and proactive attitude
- Strong communication skills are critical for an excellent customer experience
- Ability to work effectively with clients, vendors and technical staff at all levels.
- Result driven & Persistent
- Ability to operate in a highly dynamic environment
- Team player and also able to work independently as part of an international team
- Strong international affinity and experience in the payment industry is a plus
- Experience with MS Office or IT systems (Salesforce) will be an asset

**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:

- Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
- Hybrid work model
- Birthday Leave plus more

**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.