Customer Service Manager – Worldline International

The Customer Service Manager is responsible for ensuring that services meet the agreed Service Description and Service Level targets. This role involves analyzing operational metrics, managing escalations and customer queries, coordinating cross-team activities, and collaborating with senior management to improve customer satisfaction.

The Customer Service Manager ensures that services are delivered according to the Service Description and all Service Level targets are met. This role involves analyzing operational metrics, working with technical teams to address trends and capacity needs, handling escalations and customer queries related to hardware, software, and network issues, and monitoring incident status and reporting. The position also requires collaboration with senior management to improve customer satisfaction, managing SLA incidents and change requests, coordinating cross-team activities, and acting as a project coordinator when needed. The role demands excellent customer service and interpersonal skills, effective communication, and adherence to structured workflows and project management practices.