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Bilingual Customer Service Representative
2 months ago
We are seeking a highly skilled and multilingual customer service representative to join our team at Worldline. As a Bilingual Customer Service Representative, you will be responsible for providing exceptional support to our customers and partners, ensuring their needs are met and exceeded.
Key Responsibilities- Provide first-line support to French and English-speaking merchants and partners via phone, email, and chat.
- Offer basic education on our platform, including how to use the Merchant Portal, view reporting, and understand our product suite.
- Act as the 'voice of our customers,' listening to their needs and sharing feedback with teams across the organization.
- Troubleshoot with merchants on first-line account management and general processing questions.
- Participate in meetings with the team to discuss updates, payment integration requirements, outages, bug fixes, product launches, and project status.
- Work closely with Customer Operations Specialists, Technical Specialists, and Senior Technical Specialists, constantly learning and developing.
- Organize daily work as part of a high-performance team.
- Accept feedback and learn from experiences.
- Regularly reflect on what worked, what didn't, and how to improve.
- Make suggestions to improve our platform and implement them to better support customers and partners.
- Work with the Customer Care Manager to identify a long-term project to own and contribute to the team's success.
- Maintain detailed internal notes on OneDrive, documenting problems and solutions for other specialists to use.
- Vote on help articles, providing feedback on their effectiveness in helping respond to customer questions.
- Fluent in both French and English.
- Passionate about customer service.
- Thrives in an environment where they are always learning and enjoys giving and receiving feedback.
- 1-2 years of experience in a Customer Support role.
- Strong individual contributor with a knack for sharing information, including outstanding written and verbal communication skills.
- Passion for proper documentation and ticketing notes, recognizing their value to the team.
- Basic technology competencies and experience working with APIs.
- Payment industry experience.
We are a global company shaping the evolution of payment technology. We look for big thinkers, people with passion, a can-do attitude, and a hunger to learn and grow. Our empowering culture, strong technology, and extensive training opportunities help you accelerate your career - wherever you decide to go. Join our global team of innovators and shape a tomorrow that is yours to own.
