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Customer Services Channel Expert in Brussels at Atos

Date Posted: 11/29/2018

Job Snapshot

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Job Description

equensWorldline is one of the leading and most innovative payment service providers in Europe. As experts in financial processing and software licensing we provide services to fulfill all needs of the dynamic European payments market. Besides traditional payment services our platforms are also geared for mobile payments, instant payments, e-payments, e-mandates and e-identity transactions. Each year we process billions of payments, point-of-sale and ATM transactions per year. Obviously, all those transactions must be processed seamlessly, securely and efficiently. And that’s what we do.

Being a central pillar of the Worldline Group, it’s our ambition to support our clients in keeping up with the rapidly shifting needs and increasing demands of their customers. A challenging job, as the European payments market – and therefore also our organization – is subject to continuous change. equensWorldline is a truly European company with office locations in multiple countries and a broad, international client base in numerous countries across Europe. We are part of the wider Atos Group.

The work environment

The Division Customer Services manages the customer interface on operational level and delivers manual contracted services regarding Payments and Cards for local and international clients within Europe with the aim to support the clients’ interest accurately, fast, clearly, timely and affordable.

The Division consists of country overarching Departments focusing on professionalizing on a functional level, Customer Contact Center, Issuing Services Center, Account Payments Center and New Services Development Center. These centers are supported by a transversal Business Support team.

Business Support provides governance and standards on department overarching initiatives, support for projects, clients and processes and operational supporting roles for the global CS division e.g. Bid Management, Marketing Support, Quality Assurance, Project Management Office Support, Customer Services Innovation (i.e. new channel development and agent tooling) and (team and division-level) Reporting & Analytics and Process Management.

What will be your job?

  • Responsible for the maintenance and optimization of processes and systems related to call center Telephony and Mail channels, currently deployed primarily within Customer Services.
  • Process-, project- and supplier management support: Creating a bridge between functional needs/requirements and technical possibilities and vice versa.
  • Drive & support the deployment of future additional client-facing channels (i.e. chat, chat bots)
  • Additionally, you’ll fulfill the following roles within CS:
    • Supporting role within Business Support on IT/application related topics.
    • Process & project support for Business Continuity.

The role can be filled in Belgium, Germany or Utrecht; you’ll mostly work from this location, but sometimes local presence is required in one of our offices in other countries, in which cases you have to be willing to travel.

What do you have to offer?

  • Higher educational background (HBO/University degree) or equal in experience.
  • Provable experience within the field of Process Analysis and/or client-channel development and maintenance (especially telephony), or willing to learn.
  • Current knowledge of basics within the field of channels of customer services, regulatory aspects within the financial industry (PSD2, GDPR, PCI compliancy) and Card Scheme rules and regulations are a big plus.
  • Experience with ITIL processes, Prince2 project management, LEAN Six Sigma methodology, VBA programming are also big advantages.
  • Excellent client-facing and internal communication skills, excellent expression in English language.
  • Affinity with technical advancements and the willingness to obtain in-depth knowledge on telephony systems used within Customer Services. Current platform: Unify.
  • Willingness to work in a multi-cultural and internationally oriented environment, with willingness to travel infrequently to locations where Customer Services is situated.
  • Result-oriented, working in a structural and organized way.
  • Provable analytical and problem solving skills.
  • Self-starting mentality and having the skill to set proper priorities, set deadlines and to adapt to new circumstances.

What do we offer in return?

Depending on education and experience, your gross annual salary (including thirteenth month and holiday allowance) will be between € 46.100,- and € 63.600,- based on a 36 hour work week.

Next to that we offer excellent secondary benefits such as an annual performance allowance, a nearly premium free pension and an interesting, challenging and international work environment.

Furthermore, there is room for professional and personal development and a good work-life balance. This is a full-time job of 36 hours a week. Working hours are determined after consultation with the manager.

Further information and application

For further information about the position, please contact Glenn Devis, Manager Business Support – Customer Services ( For information on the procedure please contact Carolien Polman, Recruiter Phone: +31 88 3855801).

An assessment can be part of the selection procedure.

Please kindly note that you need to have an EU Working Permit (Orientation Year Visa not included) in order to proceed for this position

Acquisition is not appreciated!   

To apply directly, use the link below.

Why work at equensWorldline?
Our culture is informal. Within our company, teamwork and clarity are very important, as well as customer-focus and a result-oriented approach. And of course…pleasure in our work! We work closely together with our colleagues in the different countries. English is our common language. As a result you really experience that you are part of a European, international company.

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.


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