Customer Care Specialist

Worldline is a leader in the payments technology industry, committed to shaping how the world pays and gets paid. As a Customer Care Specialist, you will provide exceptional support to merchants and partners, addressing their inquiries and troubleshooting issues while collaborating with various teams to enhance customer experiences.

Responsibilities

• You will provide our merchants and partners with an excellent level of support through phone, email, and chat, supporting them when they are experiencing issues or requesting information
• You will provide basic education on our platform: such as how the Merchant Portal works, how to view reporting, and sharing your understanding of our product suite
• As the ‘voice of our customers’, you are always listening and ensuring you share this feedback with teams across the organization
• You are responsible for troubleshooting with Merchants on first-line account management, and general processing questions
• As an integral member of our team, you’ll participate in meetings with the rest of the team to discuss updates like payment integration requirements, outages, bug fixes, product launches, and project status
• You’ll work closely with Customer Operations Specialists, Technical Specialists, and the Senior Technical Specialists, constantly learning and developing
• You will organize your daily work as part of a high-performance team
• You’ll accept feedback and learn from everything you do
• You will constantly reflect on what worked, what didn’t, and how you can do better; but we will all learn as one
• We will work as a team to provide incrementally better experiences - you will regularly make suggestions to improve our platform and implement these suggestions to better support our customers and partners
• Each Customer Care Specialist will work with the Customer Care Manager to identify one long-term project that they will work on and ‘own’ that will directly contribute to the success of the entire team
• Maintain detailed internal notes on OneDrive, documenting problems and solutions for other specialists to use
• Vote help articles up or down - depending on effectiveness in helping you respond to customer questions. Giving feedback while being collaborative – now that’s a win!

Skills

• You are passionate about customer service
• You thrive in an environment where you are always learning and enjoy giving and receiving feedback
• You have 1-2 years of experience in a Customer Support role
• You are a strong individual contributor but an even stronger team player, with a knack for sharing information, including outstanding written and verbal communication skills
• You have a passion for proper documentation and ticketing notes, and see the value it brings to the team
• Basic technology competencies and experience working with APIs
• Payment's industry experience

Benefits

• Be part of a company guided by a strong purpose to do good and recognized as the 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
• Work flexibility: in-person and hybrid.
• Annual paid vacation, be passionate and be well days totalling 23 days per calendar year.
• Retirement saving matching contribution up to 5% of salary.
• Extended health benefit including dental, and coverage above Canada universal health care.
• Lifestyle spending account: $400 towards anything that fosters a healthy lifestyle.

Company Overview