Customer Service Representative

4 weeks ago

Victoria, British Columbia, Canada Worldline Full time

Key Responsibilities:


We are on an exciting journey toward the next frontiers of payment technology, and we look for big thinkers, people with passion, a can-do attitude, and a hunger to learn and grow. As a Bilingual Customer Care Specialist, every day you will be presented with a wide variety of questions that will require you to draw on your superior listening skills to identify the needs of our customers. It is essential that you have a solution-oriented mindset and can see the bigger picture in the customers' needs.


Key Accountabilities:



  • Provide excellent support to French and English merchants and partners through phone, email, and chat, supporting them when they are experiencing issues or requesting information.
  • Provide basic education on our platform, including 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.
  • Responsible for troubleshooting with Merchants on first-line account management and general processing questions.

Team Collaboration:



  • 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.
  • Work closely with Customer Operations Specialists, Technical Specialists, and the Senior Technical Specialists, constantly learning and developing.
  • Organize your daily work as part of a high-performance team.
  • Accept feedback and learn from everything you do.
  • Reflect on what worked, what didn't, and how you can do better; but we will all learn as one.
  • Work with the Customer Care Manager to identify one long-term project that you will work on and 'own' that will directly contribute to the success of the entire team.

Requirements:


Fluent in both French and English, passionate about customer service, and thrive in an environment where you are always learning and enjoy giving and receiving feedback. 1-2 years of experience in a Customer Support role, with a strong individual contributor but an even stronger team player, with a knack for sharing information, including outstanding written and verbal communication skills.


About Us:


Worldline is a leading provider of payment and transactional services, empowering businesses and organizations to shape the evolution of payments. With a strong focus on innovation, customer service, and collaboration, we are committed to helping our employees accelerate their careers and make a real impact on society. Join our global team of innovators and shape a tomorrow that is yours to own.


Affirmative Action Plan and Equal Employment Opportunity Statement:


Worldline provides equal employment opportunities to all individuals regardless of their race, colour, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.

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