Merchant Services Account Manager

Planet; Dubai; On-site; AED 70,000 - 90,000; Full time

Job summary

A leading company in Dubai is seeking an Account Manager to provide comprehensive support to merchants. This role involves managing new store setups, ensuring compliance with service standards, and offering technical support for POS systems. The ideal candidate will have a background in account management, excellent relationship-building skills, and a strong understanding of financial services. Join us to enhance merchant experiences and drive performance improvements.

Qualifications

• Previous account management experience in a service environment.
• Experience with incident management systems and PDQ terminals.

Responsibilities

• Manage all aspects of new store start-ups and provide merchant support.
• Create merchant reports and hold performance reviews.
• Diagnose and resolve issues related to POS terminals.

Skills

Relationship Management

Organization

Issue Resolution

Technical Knowledge

Education

Bachelor's degree

Tools

Salesforce.com

Microsoft Office

Job description

To provide comprehensive account management and merchant services support to our merchants, reporting directly to the Merchant Services manager. This role involves end-to-end merchant support, including the provision of equipment, materials, and training to retailers, training retail staff on PoS equipment, account management, and technical support.

What you will do:

1. New store start-ups: Manage all aspects of the new store start-up process, including processing setup requests, dispatching within SLA timeframes, store visits for installations, and follow-up calls to provide training on refund solutions and scheme regulations.
2. Sales Packs: Assess retailer stock requirements through regular calls, prepare necessary sales materials, and arrange dispatch within the defined timelines.
3. Branded materials: Ensure customer sites display the latest branded PoS literature, stickers, and leaflets after visits.
4. Equip merchants with relevant materials to provide tax-free services in-store, including in-store training on tax-free procedures and customer cultural advice.
5. Review merchant accounts to identify improvements in customer experience, issue resolution, and redemption rates.
6. Create merchant reports, including standardized and bespoke statistical reports using internal data systems.
7. Hold regular performance reviews with merchants and work collaboratively to improve performance.
8. Ensure adherence to documented SLAs and business processes.
9. Provide dedicated merchant support, including issue resolution, technical support (remote or onsite), and operational assistance.
10. Offer 1st line technical and project support for POS terminals, mobile applications, and remote terminal management.
11. Diagnose and resolve issues, conduct back-office investigations, and escalate when necessary, keeping incident owners informed.
12. Maintain and support the Incident Management System.
13. Manage relationships with internal and external stakeholders to resolve ongoing issues.
14. Participate in performance management systems, ensuring compliance with policies, procedures, and company values.
15. Understand the authority level and accountability associated with this role.

Who you are

• Previous account management experience, ideally in a service environment.
• Retail and/or financial services experience.
• Technical knowledge of PDQ terminals (POS payment) - desirable.
• Experience with incident management systems, preferably Salesforce.com.
• Experience in PC and/or PDQ break/fix processes.
• Bachelor's degree or equivalent; knowledge of financial products/services.
• Understanding of banking/financial services industry and payment operations.

What you will need to bring to Planet

• Excellent relationship management skills.
• Common sense approach.
• Proficiency in Microsoft Office and Windows OS.
• Self-motivated and articulate.
• Strong organization and issue resolution skills.

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