Merchant Support Assistant

Planet payment; Dubai; Hybrid; AED 60,000 - 120,000; Full time

Job summary

A leader in international tax services seeks Merchant Service Representatives in Dubai to deliver professional tourist and merchant support. This role involves assisting shoppers, training retailer staff, and ensuring compliance with company standards. The ideal candidate is a native Arabic speaker with excellent customer service skills and experience in luxury retail. The position offers a hybrid work model with three days in the office, providing an exciting opportunity to thrive in a fast-growing global company.

Qualifications

• Dynamic individual who enjoys luxury retail.
• Previous Customer Services experience is essential.
• Computer literate and able to prioritize tasks.

Responsibilities

• Provide comprehensive support to merchants and shoppers.
• Ensure retailers have necessary service materials.
• Conduct training sessions for sales teams.
• Assist in onboarding new merchants.
• Liaise with local stakeholders for compliance.

Skills

Native Arabic Speaker

Excellent Customer Service

Relationship Management

Strong Organizational Skills

Strong Numeric Skills

Good Communication Skills

Attention to Detail

Team Collaboration

Self-management Qualities

Education

Third level qualification or relevant experience

Job description

• 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.

Skills Experience

• Native Arabic Speaker
• Dynamic individual
• Excellent Customer Service and relationship management
• Comfortable working and enjoy luxury retail and international shopping trends.
• Ownership and self-management qualities
• Third level qualification or experience within the sector is advantageous but not essential,
• Previous Customer Services experience will be essential
• Computer Literate
• Works well within a team as well as on their own initiative
• Strong numeric skills
• Strong organizational skills
• Good communication and interpersonal skills
• Quality focused with attention to detail
• Ability to prioritize work in order to meet deadlines

Key Competencies

• Must be able to communicate well and support key stakeholders and departments
• Ability to be flexible within a fast growing global company
• Quality focused with attention to detail
• Must display initiative and a common sense approach
• Must be available to work within a 7-day operation
• Driving Licence preferred

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.