Customer Care Leader

WELCOME TO INGENICO  

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance.

With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

ABOUT THE ROLE & TEAM

The Customer Care Leader creates and delivers real value by working with the client(s) to set appropriate performance goals and understanding key value drivers.  The candidate drives performance by collaborating with the internal business partners to ensure understanding and alignment of client KPI’s.

You will be the link between the customer and Ingenico, ensuring strong ethical relationships and achieving optimal results for both sides. You will monitor daily performance and promote continuous improvement. The role involves supporting and coordinating Operations teams (Repairs, Warehouse) to meet client deadlines, requirements, and expectations. Strong leadership and conflict management skills are crucial, as you will be responsible for project outcomes and client satisfaction.

The role is multi-functional, working with Area Managers, Supervisors, and teams to ensure contract compliance and adherence to all details and agreements 

 WHAT YOU’LL DO

• Customer Support: Acting as the main point of contact for customers, answering que
• stions, troubleshooting issues, and resolving any problems.
• Relationship Building: Developing strong, ongoing relationships with customers to increase satisfaction and retention.
• Proactive Engagement: Regularly checking in with customers to ensure they are satisfied, identifying any potential issues before they become problems, and suggesting ways to maximize value.
• Feedback Collection: Gathering customer feedback to help improve the product or service and sharing these insights with relevant teams.
• Data Analysis: Monitoring customer usage data to identify patterns, ensure customer success, and predict potential churn.
• Problem Resolution: Ensuring issues are resolved quickly and efficiently, often collaborating with other departments to do so.

ABOUT YOUR SKILLS

• 1-2 years of experience as a Customer Success/Leader Specialist, managing client SLAs directly.
• Extensive hands-on experience in reporting and presenting data to both internal and external stakeholders.
• Strong passion for process improvement and data analysis
• Proficient in English at a basic to intermediate level.

AAP/EEO Statement:

lngenico provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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