Head of MS Customer Services Luxembourg
Munsbach, Luxembourg, LU
il y a 1h

About Worldline

Worldline Euronext : WLN is the European leader in the payment and transactional services industry. With innovation at the core of its DNA, Worldline’s core offerings include pan-European and domestic Commercial Acquiring for physical or online businesses, secured payment transaction processing for banks and financial institutions, as well as transactional services in e-Ticketing and for local and central public agencies.

Thanks to a presence in 30+ countries, Worldline is the payment partner of choice for merchants, banks, public transport operators, government agencies and industrial companies, delivering cutting-edge digital services.

Worldline’s activities are organized around three axes : Merchant Services, Financial Services including equensWorldline and Mobility & e-Transactional Services.

Worldline employs circa 11,000 people worldwide, with estimated pro forma revenue of circa 2.3 billion euros on a yearly basis. worldline.com

Head of MS Customer Services Luxembourg

We are looking for a candidate to manage the Customer Services Division (around 15 people with 2 direct reports) in Luxembourg for the Merchant Services (MS) Global Business Line.

In this function you will report directly to the International Head of MS Customer Services (CS) and be part of the local Merchant Services Management Team.

You will also closely interact with the Head of MS CS Operations being in charge of Quality follow-up & improvements and with the Head of MS CS Process Architecture & Transformation.

Teams that will be under your direct management responsibility :

  • Contact Center Support In the Merchant Contact Centre, merchants expect an answer to their requests, questions and issues regarding their acquiring contracts, invoices, transactions and payments In the Terminal Technical Contact Center Support Worldline provides technical helpdesk expertise to their merchants (installation and maintenance)
  • Terminal Logistics & On-site Support
  • Main Responsibilities

  • Provide leadership in a high pressure results oriented environment
  • Ensure a high degree of operational stability and productivity across all CS activities and customer delivered solutions, including the activities in the nearshore center(s)
  • Ensure continuous improvement across all key areas of delivery and support, through process optimizations, automation & robotics
  • Guarantee high customer experience levels through increased customer experience, first time right resolutions & customer satisfaction
  • Report on key metrics associated with MS CS
  • Ensure correct escalation of issues to upper management and follow-up on operational risk
  • Be the single escalation point for both the local Head of MS Sales and the Head of the Regional Business Unit Luxembourg
  • In case of a severe incident, be involved in the crisis management process, manage the consistency of the CS action plan and priorities and enforce a quality communication with upper management and customer(s)
  • Your profile

  • Master degree or equivalent through relevant experience
  • 6+ years of experience in Customer Services or After Sales Service
  • Deep knowledge and hands-on experience with : Managing an operational team in an international context Continuous management of operational excellence & operational controls Managing nearshore / outsourced activities
  • Possess excellent communication skills in Luxemburgish, English and French. Any other languages is considered as an advantage
  • Demonstrate flexibility in handling work as well as capability to adapt in a fast-paced environment
  • Focus on process management & customer experience (Customer Journey)
  • Demonstrate strong strategic, process & technical skills
  • Able to see the big picture and willing to get into process or technical details without getting stuck in the details
  • Eager to work in an international environment
  • Focus on customer experience and capable to drive change in an organization without losing sight of the customer
  • Why work at Worldline?

    Our success comes from strong skills, new ideas, diverse points of view and the energy of all women and men from Worldline.

    Not only do they represent our Human Capital, they are also key players in our success. We make managing our talents a major asset in the success of our business.

    At Worldline, we do more than just managing our talents. It is our top priority to involve them, inspire them, and develop them.

    In line with our guiding principle Build your career and grow with us , it is our mission to ensure that their potential can grow and flourish through the numerous development programs and career opportunities we offer.

    Your Application

    If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.

    Worldline is an equal opportunity employer. All applicants will be considered for employment without attention to their race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

    Our recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.

    We are committed to making reasonable adjustments to the applications process for people with disabilities.

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