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Customer Care Knowledge Management Coordinator, Warsaw

Client:

SIX Payment Services

Location:

Warsaw, Poland

Job Category:

Other

EU work permit required:

Yes

Job Reference:

00813277ff7b

Job Views:

57

Posted:

23.01.2025

Expiry Date:

09.03.2025

Job Description:

Customer Care Knowledge Management Coordinator

Date posted 03/14/ Location Warsaw | Poland Company Worldline

This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

Your main responsibility is to support the Worldline Client Operations department within Customer Care Benelux & Western-Europe Organisation together with your colleagues. In your role you will directly support the Customer Care Strategy and report to the Service Readiness & Communication Manager, in Brussels. Ideally you have a proven track record in Customer Care support and or Knowledge Management. Any prior background in the payments industry is a plus.

Day-to-Day Responsibilities

1. Reviewing & improving our Customer Care process knowledge base with the scope to have processes that are User- and Customer-friendly.
2. FAQ and briefing creation for new projects / products.
3. Translation of processes into decision trees or other formats in order to improve the on-call user experience.
4. Close collaboration with our external partner to make sure everyone uses the right processes (Awareness creation).
5. Support Customer Care improvement initiatives (call deflection, support website improvement, IVR…).
6. Active collaboration with Process Architects & Training Department to get our experts trained and ready.
7. Close interaction with other departments (Billing, Product, Development, Sales, Marketing).

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

1. Great communicating skills: Excellent in English.
2. Not afraid to take the lead.
3. Embracing changes and challenges as Worldline is a fast-moving organisation.
4. Positive mindset is a must.
5. You don’t take no for an answer.
6. Thinking out of the box (improvements, requirements, solutions).
7. Eagle eyes when it comes to details and accuracy.
8. Logical acumen, good analytical and integrative thinking.
9. Ability to quickly understand complex matters and to connect the dots.
10. Problem solving and solution oriented, you like to see things completed as expected.

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

1. Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
2. Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
3. Private medical & life insurance.
4. MyBenefit Platform.
5. Holiday allowance.
6. Public transportation allowance.
7. Meal allowance.
8. Semi-annual bonus.
9. Glasses/lenses reimbursement.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18 innovators and shape a tomorrow that is yours to own.

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