Customer Success Manager with Spanish

Customer Success Manager with Spanish

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

Service Manager is the main interface with the customer.

Accountable for all aspects concerning existing service contracts with assigned customers, including monthly follow-up meetings with customer representatives.

Responsible for overseeing customer services in the organization, handling customer complaints, and assisting assigned customers who have questions about the company's services, products, or concerns

Day-to-day responsibilities

• Responsible for maintaining the service KPIs of the business processes.
• Handling customer complaints or any major incidents
• Keeping accurate records of discussions or correspondence with customers;
• Analyzing statistics or other data to determine the level of customer service the organization is providing;
• Writing reports analyzing the customer service that the organization provides;
• Providing help and advice to customers using the organization's products or services;
• Visiting customers to provide a one-to-one service;
• Developing feedback or complaints procedures for customers to use;
• Developing customer service procedures, policies, and standards for your organization or department;
• Ensure an effective flow of information between the different internal stakeholders and clients.
• Meeting with other managers to discuss possible improvements to customer service.
• Keeping ahead of developments in customer service
• Gather data, identify contingencies, and required enabling activities.
• Drives a culture of Efficient Delivery.
• Ability to work across functional and business unit lines and develop and maintain a culture of partnership between different parts of the organization.
• Control and continuous improvement of the operation management processes (Incidents, Requests, Changes, Problems, Releases, Service Level Control) according to WL standards.

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, a can-do attitude, and a hunger to learn and grow. In practice, this means:

• University degree or equivalent - Administrative, ADE, Economics, or similar careers.
• Minimum of 5 years of working experience in a similar position
• Experience Payment industry (P1)
• Experience working with geographically dispersed teams.
• Strong analytical skills and advanced reporting.
• English language minimum level B2 (spoken and written), advanced level C1 is preferred
• Spanish or other European languages - optional / a plus.
• Microsoft Office tools advanced level (PowerPoint, Excel, Word, Access, Project, etc.)
• Experience with the Salesforce application
• Strongly oriented to the achievement of results and objectives
• Willingness and ability to travel
• Valuable project management

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, a 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 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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Information at a Glance