Customer Care Specialist

Worldline is a leader in the payments technology industry, committed to shaping how the world pays and gets paid. As a Customer Care Specialist, you will provide exceptional support to merchants and partners, addressing their inquiries and troubleshooting issues while collaborating with various teams to enhance customer experiences. Responsibilities You will provide our merchants and partners with an excellent level of support through phone, email, and chat, supporting them when they are experiencing issues or requesting information You will provide basic education on our platform: such as 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 You are responsible for troubleshooting with Merchants on first-line account management, and general processing questions 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 You’ll work closely with Customer Operations Specialists, Technical Specialists, and the Senior Technical Specialists, constantly learning and developing You will organize your daily work as part of a high-performance team You’ll accept feedback and learn from everything you do You will constantly reflect on what worked, what didn’t, and how you can do better; but we will all learn as one We will work as a team to provide incrementally better experiences - you will regularly make suggestions to improve our platform and implement these suggestions to better support our customers and partners Each Customer Care Specialist will work with the Customer Care Manager to identify one long-term project that they will work on and ‘own’ that will directly contribute to the success of the entire team Maintain detailed internal notes on OneDrive, documenting problems and solutions for other specialists to use Vote help articles up or down - depending on effectiveness in helping you respond to customer questions. Giving feedback while being collaborative – now that’s a win! Skills You are passionate about customer service You thrive in an environment where you are always learning and enjoy giving and receiving feedback You have 1-2 years of experience in a Customer Support role You are a strong individual contributor but an even stronger team player, with a knack for sharing information, including outstanding written and verbal communication skills You have a passion for proper documentation and ticketing notes, and see the value it brings to the team Basic technology competencies and experience working with APIs Payment's industry experience Benefits Be part of a company guided by a strong purpose to do good and recognized as the top 1% of the most sustainable companies in all sectors worldwide. Work with inspiring colleagues and be empowered to learn, grow, and accelerate your career Work flexibility: in-person and hybrid. Annual paid vacation, be passionate and be well days totalling 23 days per calendar year. Retirement saving matching contribution up to 5% of salary. Extended health benefit including dental, and coverage above Canada universal health care. Lifestyle spending account: $400 towards anything that fosters a healthy lifestyle. Company Overview Worldline is the platform that provides payments and transactional services. It was founded in 1974, and is headquartered in La Défense, Ile-de-France, FRA, with a workforce of 10001+ employees. Its website is