Customer Relationship Manager Specialist/Expert

hace 1 día

Zaragoza, Zaragoza, España Worldline A tiempo completo
Job Title: Customer Relationship Manager Specialist/Expert

We are seeking a highly skilled Customer Relationship Manager Specialist/Expert to join our team at Worldline. As a key member of our organization, you will be responsible for maintaining strong relationships with our customers, ensuring their needs are met, and delivering exceptional service.

Key Responsibilities:
  • Maintain service KPIs for business processes.
  • Handle customer complaints and major incidents.
  • Investigate and solve complex customer problems.
  • Keep accurate records of discussions or correspondence with customers.
  • Manage priorities for fix implementation.
  • Ensure relationships with customers using Worldline services through regular follow-ups and steering committees.
  • Analyze statistics to determine customer service levels.
  • Write reports analyzing customer service performance.
  • Provide help and advice to customers using the organization's products or services.
  • Visit customers to provide one-to-one service.
  • Develop feedback or complaints procedures for customers.
  • Develop customer service procedures, policies, and standards.
  • Ensure effective flow of information between internal stakeholders and clients.
  • Meet with other managers to discuss improvements to customer service.
  • Lead or supervise a team of customer service staff.
  • Learn about the organization's products or services and keep up to date with changes.
  • Gather data, identify contingencies, and required enabling activities.
  • Drive a culture of Efficient Delivery.
  • Define and deliver performance dashboards for client engagement.
  • Identify competencies gaps and develop corrective action programs.
  • Control and improve operation management processes according to WL standards.
Requirements:
  • University degree or equivalent in Administrative, ADE, Economics, or similar fields.
  • Minimum of 5 years working experience in a similar position.
  • Experience in the payment industry.
  • Experience working with geographically dispersed teams.
  • Strong analytical skills and advanced reporting.
  • English language minimum level B2 (C1 preferred). Knowledge of French or other European languages is a plus.
  • Advanced proficiency in Microsoft Office tools.
  • Experience in Salesforce application.
  • Results-oriented with a willingness to travel.
  • Valuable project management skills.
What We Offer:

As a Customer Relationship Manager Specialist/Expert at Worldline, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our organization. We offer a competitive salary and benefits package, as well as opportunities for career growth and professional development.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, please submit your application.

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