Overview
CUSTOMER SERVICE ADVISOR
Location: Wolverhampton
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 international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. We are committed to helping our people accelerate their careers. Together, we shape the evolution.
The Opportunity
This is a desk based role, taking a large number of inbound calls and responding to emails across multiple key business account clients in the hospitality, fuel and retail sector, ensuring agreed service levels are met each month. Each team member will be dealing with web issues, credit queries, transactions, invoicing and basic account management whilst representing Worldline to our clients and their customers, and showcasing our expertise in customer service. This is a permanent, full time role working 37 hours over 5 days between 08:00 and 18:00 Monday to Friday and 09:00 - 13:00 on a Saturday. There is a requirement for some flexibility to ensure that service levels are maintained and work is delivered.
Responsibilities
* You ensure all incoming telephone calls/queries and emails are managed to client SLA standards.
* You review enquiries and deal with a range of issues including login issues/web guidance/transaction queries/invoice queries/authorisation requests.
* You build knowledge to identify common queries and resolve incidents with confidence.
* You develop skills in customer care, helpdesk system and database knowledge, and you talk directly to the clients and their merchants whose products we support as well as the customers who use their cards.
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.
* You can deliver a trusted service. You have substantial knowledge to help you identify problems and provide first call resolutions where possible.
* Ability to tackle incidents, issues and difficulties faced by our customers and clients.
* Motivation and passion for learning and developing your skill set.
* Excellent communication skills. You seek clear information and details in order to provide efficient service.
* You have profound experience in customer service skills with an excellent telephone manner.
* You possess sophisticated knowledge of PC literacy, including the confident use of MS Word, Excel and Outlook. You can read and respond to emails and use spreadsheets to capture and store data.
* Willingness and flexibility with shift/rota patterns as required by the business.
* You have problem solving skills: the ability to identify the exact details of a problem through a rational process and take steps to ensure a successful resolution, as well as attention to detail, to document issues clearly in a concise understandable manner.
Perks & Benefits
* 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.
* Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
* 25 days holiday + bank holidays, an exciting salary, and employee private medical cover with access to a virtual GP service.
* Access to discounts and cashbacks on shopping.
* Flexible benefits through salary sacrifice.
* Income protection at 67% of base salary for 5 years, subject to Ts and Cs.
* Life Insurance – 1 x salary if not in a pension scheme, 4 x salary if enrolled in the pension scheme.
* Pension – the company will match contributions up to 10%.
Join Our Journey
We are on an exciting journey towards the next frontiers of payments technology. We look for big thinkers, people with passion, a can-do attitude and a hunger to learn and grow. 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
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