Customer Service Manager – Worldline International

The Customer Service Manager is responsible for ensuring that services are delivered according to the Service Description and that all Service Level targets are met. This role involves collaboration with various teams to enhance customer satisfaction and manage service delivery effectively.

In this role, the Customer Service Manager will analyze operational metrics, address trends and capacity needs, and handle escalations and customer queries related to hardware, software, and network issues. The position requires effective communication and adherence to structured workflows in a dynamic work environment.

Key Responsibilities:

• Analyze operational metrics to ensure service delivery meets standards.
• Collaborate with technical teams to address trends and capacity needs.
• Handle escalations and customer queries related to technical issues.
• Monitor incident status and prepare reporting for management.
• Manage SLA incidents and coordinate change requests.
• Act as a project coordinator for cross-team activities as needed.
• Implement process improvements to enhance customer satisfaction.