Account Sales - Volume - Analyst / Operative

The opportunity

We are looking for an Inside Sales / Telesales – Luxembourg (Acquiring). The Luxembourg acquiring business is highly profitable but under strong pressure (product constraints, group priorities, EP2/CTAP topics, small and busy team). The primary purpose of this role is to ensure high‑quality commercial service for our merchant base, covering all commercial aspects of the client relationship, in support of and complementary to the Key Account Managers.

Day-to-day responsibilities

• Administrative and commercial handling of client requests coming from customers that are not part of an Account Manager’s portfolio (contracts, changes, commercial questions, basic proposals, etc.).
• Retention and development of an existing portfolio of small and medium merchants across all sectors (relationship management, cross‑sell/upsell, churn prevention).
• To a lesser extent: new business generation (light prospecting, follow‑up of leads and inbound opportunities).
• Manage a customer portfolio end‑to‑end (relationship, follow‑up, basic negotiations, renewals).
• Handle incoming requests and perform some prospecting activities.
• Become, after training, a reference point on our offers and pricing, and explain them clearly to customers.
• Handle difficult customer situations (incidents, dissatisfaction) in collaboration with internal teams.
• Target clients: small and medium merchants, all sectors (retail, horeca, services, etc.).

Who are we looking for

• Rather junior to intermediate profile.
• Any experience in client management or B2B client‑facing roles (sales, account management, customer success, commercial support, etc.) is a strong plus.
• Payments knowledge is not mandatory, but prior experience in B2B services is clearly preferred (financial services, IT/SaaS, telecom, or similar).
• Manage commercial relationships with customers (listening, follow‑up, basic negotiations, regular touchpoints).
• Handle operational issues (bugs, incidents, internal delays) without losing control of the customer relationship – strong problem‑solving and internal coordination skills.
• Work in an organised way, with good prioritisation and the ability to protect their time in a high‑pressure environment.
• Operate in an ambiguous environment (imperfect products, group constraints, EP2/CTAP priorities) without becoming demotivated.
• Show strong customer satisfaction orientation, while remaining realistic about what can be delivered.
• Be a real team player, closely collaborating with Key Account Managers and other internal functions.
• Luxembourgish: mandatory (daily interactions with local merchants), French: mandatory, German: very important, English: mandatory for interactions with management and Benelux/international teams. Any additional language is an asset.
• Conduct telephone and face‑to‑face discussions with customers, including in sensitive situations.
• Draft clear, professional emails, especially for commercial replies and follow‑up on issues or opportunities.

Perks & Benefits

At Worldline, we believe that our employees are our greatest asset. Working in our Luxembourg office, you will be part of a diverse, international team in a high-tech environment. We support your professional growth and personal well-being through a competitive package:

• Competitive Compensation: We offer a highly competitive salary package including a 13th-month payment and a performance-based bonus scheme.
• Work-Life Balance: Benefit from our flexible working policy, including hybrid work options to help you balance your professional and private life effectively.
• Health & Well-being: Comprehensive health insurance coverage and access to wellness programs to ensure you stay fit and healthy.
• Professional Development: Continuous learning is at our core. You will have access to our internal "Worldline University," certifications, and various training platforms to advance your career.
• Mobility & Meal Benefits: Enjoy meal vouchers and support for your daily commute to ensure a hassle-free start to your workday.
• Pension Scheme: We provide a company-sponsored pension plan to help you build your future.
• Collaborative Culture: Join an inclusive, multicultural team where your voice is heard, and innovation is encouraged across our global network.

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