Merchant Services Account Manager (UAE National)

Merchant Services Account Manager (UAE National)

About the Role

To provide a comprehensive account management and merchant services support to our merchants.  This role will report directly to the Merchant Services manager and will involve end to end merchant support to include the provision of equipment, material and training to the retailers, training of retail staff on PoS equipment, account management and technical support.

What you will do:

• New store start-ups: Manage all aspects of the new store start- up process. This will involve processing new store setup requests through the agreed setup procedure and dispatching within the defined Service Level timeframes. This will also involve store visits for installations and follow up calls to retailers to provide training with the retail staff around the operation of the refund solution and the rules and regulations of the Scheme.
• Sales Packs:  Following regular phone calls to Retailers assessing their stock requirements follow up by preparing the necessary sales material and arrange dispatch within the defined
• Branded materials: Ensuring customer sites, that have been visited, display the latest updated and branded point-of-sale literature, stickers and leaflets.
• Ensuring the merchant is fully equipped with relevant material to provide the tax free service in store.
• Act as a trusted partner to the merchants on the benefits of tax free shopping for the customer, including providing in store training on the tax free system, tax free process and customer cultural advice.
• Review of merchant accounts to identify improvements that can be made in store to both the customer experience and issue and redemption rate.
• Creation of Merchant reports:   Preparing standardised and bespoke statistical reports for affiliated merchants, using the internal data system.
• Holding monthly quarterly and bi annual reviews with the merchant on performance. Working in partnership with retailer to improve performance.
• To ensure that agreed business processes are followed as per documented SLA’s
• Provide dedicated merchant support, including issue resolution, remote or onsite technical support, issue resolution in store and remote, and operational support.
• Provide 1st line technical and project support to merchants requiring assistance with POS terminals, mobile applications and remote POS terminal management (remote upgrades and configuration etc.).
• Carrying out in depth diagnosis and resolving where possible; back office investigation where required and escalating when necessary to the relevant IT team and at all times keeping incident owner appraised of the status and progress.
• Responsible for maintaining and supporting the current Incident Management System
• Maintaining relationships with internal and external stakeholders through liaising and resolving any ongoing issues.
• 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.
• Be fully familiar and understand authority level and ultimate accountability of this role.

Who you are

• Previous account management experience, ideally in service background.
• Previous retail and/or financial services experience
• Technical knowledge of PDQ terminals (POS payment) – desirable
• Previous experience of an incident management system – Ideally ‘salesforce.com’
• Experienced in PC and/or PDQ break/fix processes
• Bachelor’s degree or equivalent education required as minimum. Knowledge of commercial financial products/services.
• Understanding of banking/financial services industry. Basic understanding of payments products, services, and operations (or equivalent in other financial services organizations).

What you will need to bring to Planet

• Excellent relationship management skills
• A “common sense” approach
• Good Microsoft Office and Windows operating system experience
• Self-motivated
• Well-spoken and articulate.
• Positive can do attitude
• Organisation and issue resolution skills
• Team player
• Fluent English and Arabic

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.