Customer Service Support Agent with French

Planet; Madrid; Presencial; EUR 30.000 - 40.000; Jornada completa

Descripción de la vacante

A leading technology company in Madrid is looking for a Merchant and Technical Partners Support Agent to provide top-notch technical support primarily via phone and email. The ideal candidate should have a strong customer service attitude and skills in MS Office. Fluency in both English and French is required. This role supports merchants and technical partners, ensuring a seamless customer experience. Embrace a hybrid work model with three office days weekly.

Servicios

Hybrid work model

Equal opportunity employer

Formación

• Strong customer service/support skills required.
• Fluency in English and French, both verbal and written is essential.
• Desire to continuously learn and adapt.

Responsabilidades

• Provide first line technical and administrative resolution to issues.
• Maintain the incident tracking system through all steps.
• Communicate proactively with key customers.
• Independently assign priorities to reported issues.
• Document knowledge and procedures.

Conocimientos

Customer service/support attitude

MS Office skills (especially MS Excel/Outlook)

Basic IT knowledge

Experience in Card Payment industry

Descripción del empleo

Overview

About Planet: Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence. With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions. Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview

As a Merchant and Technical Partners Support Agent, you will be responsible for delivering high-quality technical & administrative support to Planet Merchants and Technical Partners, mainly by phone and email. The Merchant and Technical Support Team is the first port of call for Merchants and deal with any technical issues that arise in our products and services. You will work as 1st line Support, along with other regions of the world to ensure all merchants receive a quality experience in DCC, Tax Free and Payment operation, 24/7.

What you will do

• Provide first line technical and administrative analysis and resolution to issues raised by our customers, and creating escalations to other departments when necessary
• Maintain the incident tracking system through all the steps of the ticket life cycle, from the input of issue through to the resolution
• Get to know the key customers in the regions you are mainly responsible for; maintain good connections with them by proactive and clear communication
• Through experience, independently assign priorities to reported issues
• Gain knowledge of the systems which the customers in your region use; do your part in documenting this knowledge and Customer Support procedures in our knowledge management platform
• Manage and safeguard the confidentiality, performance, and availability of our business applications

Who you are

• You have strong customer service/support attitude, ideally experience in a similar Merchant and Technical Partners Support Agent role
• You have strong skills in MS Office (especially MS Excel/Outlook)
• You have basic IT knowledge beyond Office suits is an advantage, but a desire to continuously learn and apply new knowledge is a requirement
• Experience in the Card Payment industry will be a strong asset

What you will need to bring to Planet

• You are fluent in English and French, verbal and written (native level)
• Must be a good communicator
• Ability to adapt to an ever-changing market place

Why Planet

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce.We would love to hear from you – Apply now

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.