Customer Experience Expert

Job Description
- Customer Experience Expert
**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 O**pportunity**
The Customer Experience Expert is responsible for the operational relationship of clients. He/she is involved in the day to day customers operations providing technical support and training on the use of WorldLine systems and functionalities. Moreover, he/she shares best practices with other Customer Experience Experts.
**Day-to-Day Responsibilities**
- Resolve Merchant questions and escalations in accordance with service levels
- Manage merchant configurations: contract details, workflow, international currencies, WorldLine features and services, security, merchant payment accounts, financials, and reporting
- Provide customized training programs & documentation for clients
- Manage the Operational Relation with clients
- Create and monitor a dashboard on Performance Indicators such as: external SLA results, success rates on WorldLine services and products, questions and complaints
- Ensure smooth (inter)departmental processes and the highest level of service by working together with other departments
- Keep day to day contact with merchants in assigned verticals
- Send timely and accurate announcements to clients on operational delays and issues
**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:
- IT related Bachelor's Degree or Business Administration with IT knowledge
- Strong international affinity and experience in the payment industry is a plus.
- Client oriented and pro-active attitude
- Ability to work effectively with clients, vendors and technical staff at all levels.
- Ability to operate in a highly matricial environment
- Excellent communication and presentation skills are critical to success.
- Result driven, persistent
- Able to work independently
- Take ownership
- Team player
- Might require international travel
- Spanish, English speaker.
**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.
- Permanent Contract
- Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
- Flexible working: once a week at the office
- Health Insurance;
- Life Insurance;
- Dental Insurance
- Meal Ticket;
- Children Allowance;
- Private Pension Plan;
- Annual holiday 30 days;
- Gympass;
- Birthday off
- Transportation
**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.
- Information at a Glance
**Request ID**:297652
**Posting Start Date**:12/16/24
**Job Area**:Customer Services
**Work Site**:Hybrid
**Contract Type**:Permanent
**Brand**:Worldline
**Job Location**:Brazil - Sao Paulo

---