Client Service Desk Agent

The opportunity

We are looking for a proactive and customer-focused Client Service Desk Agent to join our team. In this role, youwill be responsible for managing the full lifecycle of service request and incidents that impact our clients,communicating effectively with customers, processing service requests. You will utilize your customer service skillsto ensure high levels of client satisfaction while contributing to the optimization of Client Service Desk activities.

Day-to-day responsibilities

• Ensure effective follow-up on open cases until resolution.
• Monitor, follow up, and manage in an end-to-end manner the entire lifecycle of customer-related servicerequests and incidents (P3, P4), ensuring prompt resolutions and a high level of service.
• Communicate solutions clearly and effectively in a client-friendly manner.
• Handle customer requests with professionalism, following agreed procedures.
• Lead smaller projects aimed at enhancing Client Service Desk operations.
• Conduct client communications regarding maintenance work announcements and incidents, primarily throughour Status page or via email, according to process in place.
• You will act as the preferred contact for the customers appointed to you, collaborating closely with theappointed BDM.
• As a preferred contact, you are the customer's primary contact for operational escalations, demonstrating acustomer-centric approach through robust follow-up skill.
• You prepare for and conduct effective customermeetings, ensuring comprehensive preparation and engagement on several operational tracks.
• As part of our diverse Client Service Desk team, you will collaborate with colleagues based in Belgium (partof a BeLux team) and our nearshore team in Romania. We value cultural diversity and believe it enhancesour creativity and problem-solving capabilities. You should be open to understanding different perspectivesand approaches to service delivery, embracing the collaborative spirit that bridges our teams across borders.

Who are we looking for

• Experience (one or two years) in any customer service function or as an employee in Front/Back officeworking at a FinTech or financial institution, handling payment services.
• Demonstrated attention to detail and strong administrative skills, with evidence of compliance with company policies and procedures.
• Desirable: Experience in customer service environments with a solid understanding of supporting IT systemsand tools, preferably experience in (card) payment industry .
• Holds a professional qualification (specifics not defined).
• Strong verbal communication skills with the capacity to clearly convey information and engage clients effectively.
• Good understanding of the business processes relevant to the Client Service Desk.
• Our organization is evolving rapidly, and the ability to adapt to changing work environments is essential. We seek team members who are flexible, resilient, and ready to embrace new challenges and processes as wegrow. Being open to change and continuous learning will help you thrive in this dynamic atmosphere

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:

• Hybrid Working Policy
• Gift vouchers on the occasion of Christmas/Easter Holidays
• Private medical services
• 21 vacation days/year
• Referral bonuses for new hires recommended by you
• WFH & Flexible Working Hours
• Full access to the “Learning” platform