Merchant Support Assistant - Gold Souk

• Planet operate best in class international tax free refund services for its customers. We ensure quality of service in all aspects of the customer’s journey and in accordance with the high standards and requirements of our customers.

  We are looking for talented Merchant Service Representatives to partner with the Gould Souq for retailer support.

  The position is dedicated to deliver a professional and comprehensive tourist and non-technical merchant support service to our shoppers and merchant partners for our UAE market

• Strive for first contact resolution when dealing with all shoppers, merchants on a day-to-day basis in location
• Provide related reporting on an on-going and ad hoc basis, if required. Take ownership of merchant issues queries and bring them to a resolution.
• To be the first line of contact for all registered retailers within the Gold Souq. 
• Ensuring the retailers have all the material to offer their service, including branding.
• Conduct regular training in store for the sales teams
• Act as coordinator for Marketing rollouts, joint Campaign rollouts, update communications
• Act as point of contact for Gold Association – when needed.
• 1st line support to Merchants experiencing any issues
• Assist in the onbaording of new merchants
• Be fully familiar and understand authority level and ultimate accountability of this role.
• Liaise regularly with Merchant Service Account Manager, Marketing Customer Service Manager, and other relevant local stakeholders to ensure full compliance as the levels are dynamic as the business grows.
• To meet business needs, this role might also include other administrative tasks.
• Cooperate with other departments of the company to ensure the processes are aligned
• Participate in the Company’s Performance Management System and ensure full compliance with all policies and procedures, reporting systems and Company Values at all times.

At Planet, we embrace a hybrid work model, with three days a week in the office.
 

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.