Senior Customer Services Operations Analyst

**About Worldline**Our company**
At Worldline, our technology addresses persistent challenges of the payment world. We’ve established ourselves as a leading developer of creative software solutions for enabling the cashless society. If you are a highly-skilled Senior Customer Service Operations Analyst, then get ready to join our company We have a hardworking and dedicated team that would love for you to work with them.

**Your day-to-day responsibilities**
The Customer Service Analyst is responsible for the full control of the TaaS (testing as a service) process. Also is responsible to define processes, set up the service providing, coordinate with different teams such as IT, developers and customers; and control the full services are working. This Analyst will respond to customer inquiries and solve issues or complaints. Will be the main contact between the customers and Ingenico, supporting the operation and other teams to have the project ongoing according to the contract terms.

**Key Responsibilities**:

- Stablish/define the service process according to the customer contracts signed
- Work among service team in order to define better services suppliers
- Maintain Product Expertise according to the contract defied
- Keep track of the customer orders and act proactively in order to avoid delays
- Act as the End to end responsible for TaaS process
- Extract, analyze and report the customer backlog and drive the actions related
- Interact and influencing the internal areas in order to get the solution of the process to customer
- Be the end to end process responsible acting with all areas to get the results and process done
- Support the legal, financial, accounting team on their needs of the project
- Keep the process defined, documented and act in the continuous improvement
- Work with the IT, project, process and suppliers in order to define the services provided to customers
- Participate on the Management system stablished and own the process
- Keep the ISO documentations, process and flows updated
- Understand, own and attend the company policy and etic at work
- Understand and be aligned with the Company quality policy
- Manage and report the area KPIs
- Keep Track of Customer Conversations

**Key performance objectives / indicators**:

- Suppliers definition and process Scope defined
- TaaS process Stablished with customers
- Customer and attendance SLA
- Customer shipment, field attendance and support volumes
- Customer quality on operational support

**Competency / skill requirements**
- Good communication
- Flexible at work
- Analytic skills
- Negotiation
- Adaptability
- Problem solving

**Language skills**
- Portuguese - FLUENT
- English or Spanish - Advanced (speak, read and write)

**IT skills**
- Microsoft Office
- Network

**Education qualifications and experience requirements**
- 4-5years of experience in operations, filed service operations, e-commerce, retail, supply, and logistics
- Good customer focus, with highly developed phone etiquette and a strong work ethic
- Strong qualitative and quantitative skillsets with an eye for design and visual representation of data
- Highly analytical, able to create targeted recommendations from raw data
- Experience working directly with stakeholders and customers
- Supply Chain skills
- To have a good notion of repair or manufactory processes (electronic)
- Solid experience in a customer-facing role
- Financial and analytical experience
- Experience in process definition and implementation
- Proficiency in MS Office (MS Word, Excel, PowerPoint)
- Knowledge of Microsoft Visio and Access is advantageous
- The ability to handle multiple projects in a fast-paced environment
- Effective communication and leadership skills
- Excellent problem-solving and analytical skills

**More reasons to join us**
In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, private medical insurance, plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.

What’s more, we really value your progress and it’s our top priority to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

Our success comes from strong skills, new insights, diverse points of view and the energy of all people from Worldline. Not only do they represent our Human Capital, they are also key players in our success. We make leading our talents a major asset in the success of our business.

The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble - we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the