Merchant Support Assistant - Gold Souk

Overview

Planet operates 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 delivering 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.
• 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 onboarding 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.

• 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.

• 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.