Card Centre Officer

at  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

We have many hardworking and dedicated peers that would love for you to work with them. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. If you are a highly skilled Card Center Officer who has a creative mind and passionate about delivering, then get ready to join our company!

• Handle customer enquiries completely and accurately
• Respond to customers’ voice mail, Email messages or correspondences
• Follow procedures to ensure all calls are identified as ‘in’ or ‘out’ of contracted scope
• Provide ‘first call resolution’, wherever possible
• Apply known solutions, advice and guidance to customers
• Take written change requests from customers and ensure these are accurately logged and referred to the
• appropriate support teams
• Log all calls, using the designated call handling system and entering detailed and accurate information
• Assign any issues which cannot be resolved during the call to the appropriate support group
• Keep the customer fully informed about the progress of any issues which have been assigned to a support groupEnsure effective escalation and hand-over of customer enquiries/issues to the Team Leader, ensuring accurate information is provided and the process is carried out in a timely manner