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ManpowerGroup Solutions

Team Manager Customer Care - Transactional Disputes

Published on Jobat.be 12 days ago

Team Manager Customer Care - Transactional Disputes

Worldline [Euronext: WLN] is the European leader in the payment and transactional services industry. With innovation at the core of its DNA, Worldline's core offerings include pan-European and domestic Commercial Acquiring for physical or online businesses, secured payment transaction processing for banks and financial institutions, as well as transactional services in e-Ticketing and for local and central public agencies. Thanks to a presence in 30+ countries, Worldline is the payment partner of choice for merchants, banks, public transport operators, government agencies and industrial companies, delivering cutting-edge digital services. Worldline's activities are organized around three axes: Merchant Services, Financial Services including equensWorldline and Mobility & e-Transactional Services. Worldline employs circa 11,000 people worldwide, with estimated pro forma revenue of circa 2.3 billion euros on a yearly basis. Worldline was certified as Tom employer for 2020 in Belgium.

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Job description

The Transactional Dispute Manager (TDM) will directly support the Customer Services Strategy. The role is a major contributing factor in “improving the quality of the customer experience during contact with our customer services”.
He / She will be supported by Dispute Management Advisors and reports directly to the Head of Customer Services Belgium.
He/She will also act as the back-up of the Functional Domain Responsible within Dispute Management. With the current evolution of customer services and this domain, it is possible that in time this role will directly report to Worldline's Chief Operations Officer.

The role holder will:
  • Manage 1 internal team (Dispute Management Team) and 1 offshore team in India
  • Strive for top notch quality and efficient collaboration
  • Assess staff performance and provide coaching and guidance to ensure maximum efficiency
  • Ensure the smooth and adequate flow of information within the company to facilitate other business operations
  • Manage schedules and deadlines
  • Monitor costs and expenses to assist in budget preparation
  • Ensure operations adhere to policies and regulations
  • Keep abreast with all organizational changes and business developments, assure operational readiness
  • Continually identify opportunities to improve the customer experience & quality and set up optimization plans and execute accordingly
  • Deliver & support change initiatives and internal projects.
  • Be able to work in an international context

    Some responsibilities of your team:
  • Research credit card disputes and build dispute cases to recover funds for merchants using proprietary software.
  • Validate appropriate data from internal and third party systems and ensure appropriate course of action is being pursued.
  • Ensure accurate and appropriate responses to disputes.
  • Monitor disputed transactions for possible fraudulent activity.
  • Serve customers by resolving product and service problems

Profile

#keywords: action-reaction – decision maker – leadership – ownership – customer centric – flexible to change – analytical mind – problem solver – organizational skills – team player

  • You have at least a proven track record as a people manager within the customer service domain
  • Experience within transactional dispute management is a very big asset
  • You are fluent in Dutch, French and English
  • You love diving into a process to optimize it. You have no problem to set up optimization plans and running them together with your colleagues. Driving operations with the offshore team give you energy.
  • You are a true people manager respecting the values of your team members. You help them in their personal evolution.
  • When assessing a project, an issue or any operational matter you put the customer first.
  • You don't mind travelling now and then and last but certainly not least, MS Office does not have any secrets for you.

Offer

When you choose for Worldline, you opt for an international career at the European leader of the payment industry, an innovative Fintech company. On top of that, we offer a large number of training hours and a career path open to changes. You'll also find a very good work-life balance and interesting extra-legal benefits. Indeed, in addition to an attractive salary, Worldline also provides for an annual bonus, meal vouchers, ecocheques and a large insurance package (hospitalization, pension,…). The office near Evere is easily accessible by public transport and flexible hours system exists.

Interested? Apply online: https://worldline.catsone.nl/careers/3243-General/jobs/589733-TRANSACTIONAL-DISPUTE-MANAGER/
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    16 days left to apply

    Characteristics

    Requirements

    • Professional bachelor (Higher Education Short Type)
    • At least 2 years experience

    Offer

    • Permanent
    • Full-time

    Apply before

    • 21 July

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