Payments & Refunds Specialist

About Us: Platinumlist.net, a pioneering leader in the online event guide and ticketing solution industry, has been revolutionizing the event landscape in the Gulf region since 2009. As the largest ticketing provider in the GCC, we proudly serve an extensive array of events across the United Arab Emirates, Saudi Arabia, Oman, Bahrain, Qatar, and Kuwait from our Dubai-based headquarters.

Your Role: The Payments & Refunds Specialist owns every customer question about their money — from “did my payment go through?” to “where is my refund?” You investigate the transaction in the payment system, establish exactly what happened, explain it to the customer in plain language, and — where a refund is due — process it and send the proof. The role deliberately combines two sides that are usually split, customer support and accounting, so that payment and refund tickets are never lost in a handover. You work to a written procedure, with a Finance Manager who approves anything above a set limit and to whom you can escalate freely. Accuracy matters more than speed. This is an entry-level, UAE-based role, and full training on our systems and policy is provided.

Key Responsibilities:

1. Checking Payments

• Find a customer's transaction in the payment system and establish exactly what happened — whether the payment succeeded, failed, is still pending, or was only held.
• Tell the difference between a real charge and a temporary hold on a card, and explain that clearly to a customer who believes they have been charged.
• Identify genuine duplicate charges and open a refund where one has occurred.
• Read decline and failure reasons and translate them into something the customer can act on.
• Send the customer confirmation of what you found, with evidence attached.

2. Processing Refunds

• Check each refund request against a checklist: order located, original payment confirmed, amount and currency correct, no refund already issued, eligibility confirmed against policy.
• Process small-value refunds yourself; prepare larger ones for the Finance Manager's approval.
• Issue refunds through the payment system and record the transaction reference against the ticket.
• Follow up and re-issue refunds that fail — expired cards, closed accounts, rejected transfers.
• Attach proof of payment to every completed refund so the customer can see the money was sent.

3. Looking After the Customer

• Own each ticket from the customer's first message through to resolution, across email, chat and messaging.
• Explain our policy in plain language, including when the answer is no — clearly, kindly, and with the reason.
• Give realistic timelines and keep customers updated before they have to chase.
• Handle worry and frustration without matching it: acknowledge the problem, say what you found, give a date, and follow through.
• Record the correct reason code on every ticket and write notes a colleague could pick up without asking you.

4. Keeping the Records Straight

• Match each day's refunds between our ticketing system and the payment system, and report anything that does not match the same day.
• Cross-check your colleague's daily check, and have yours cross-checked.
• Produce a short daily summary of the queue: opened, processed, completed, on hold, and anything running late.
• Gather evidence for chargebacks and disputes to a standard template, and pass it to the Finance Manager.
• Escalate anything the procedure does not cover, rather than deciding it yourself — escalating is expected here, not a failure.

What Success Looks Like:

• The transaction status you report to a customer is correct — always.
• Processing errors (wrong amount, wrong recipient, duplicate refund) — zero.
• Tickets completed within the agreed timeline — 95% or better.
• Completed tickets carrying full proof of payment — 100%.
• First reply to the customer — within 4 working hours.
• Customer satisfaction on your tickets — 4.5 out of 5 or better.
• Customers who had to chase you for an update — under 10%.
• Daily payment check completed and any differences reported — every working day.

Essential:

• A degree or diploma in accounting, finance, commerce or business — or equivalent practical bookkeeping or customer service experience.
• Zero to two years' experience. This role is designed to be learned, and we will train you on our systems and policy.
• Clear, warm, plain written English — you will write to people who are worried about money, and tone is most of the job.
• Real attention to detail — you will read transaction records where one wrong field changes the whole answer.
• Comfortable in a spreadsheet: sorting, filtering, basic formulas, and matching two lists against each other.
• Able to move between talking to people and working with numbers without losing accuracy in either.
• Willing to follow a written procedure exactly, and to say “let me check” rather than guess.
• Discretion — you will see real customers' payment information every day.
• Reliable availability, including one weekend day on a rotating basis.

Desirable:

• Any exposure to online payments, a payment gateway, or an e-commerce back office — even as a merchant user.
• Customer service or helpdesk experience, particularly handling complaints.
• Experience working in a ticketing system rather than only a shared inbox.
• An understanding of how card payments are authorised and settled.
• Familiarity with bookkeeping or accounting software.
• A second language relevant to our customer base.

What We Offer

• Competitive salary and benefits package;
• Opportunity to work in a fast-paced and innovative IT environment;
• Professional growth and development opportunities;
• Collaborative and inclusive company culture.