Customer Service Support Agent with French

<ul><li><p><b>About Planet</b>:</p><p>Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.</p><p>We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day.</p><p>Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time.</p><p></p><p>Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.</p><p></p><p><b><span>Role Overview</span></b></p><p>As a Merchant and Technical Partners Support Agent, you will be responsible for delivering high-quality technical &amp; administrative support to Planet Merchants and Technical Partners, mainly by phone and email.</p><p>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.</p><p>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.</p><p></p><p><i>This is position for a 6 months FTE contract </i></p><p></p><p><b><span>What you will do</span></b></p><ul><li>Provide first line technical and administrative analysis and resolution to issues raised by our customers, and creating escalations to other departments when necessary</li><li>Maintain the incident tracking system through all the steps of the ticket life cycle, from the input of issue through to the resolution</li><li>Get to know the key customers in the regions you are mainly responsible for; maintain good connections with them by proactive and clear communication</li><li>Through experience, independently assign priorities to reported issues</li><li>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</li><li>Manage and safeguard the confidentiality, performance, and availability of our business applications</li></ul><p></p><p><b><span>Who you are</span></b></p><ul><li>You have strong customer service/support attitude, ideally experience in a similar Merchant and Technical Partners Support Agent role</li><li>You have strong skills in MS Office (especially MS Excel/Outlook)</li><li>You have basic IT knowledge beyond Office suits is an advantage, but a desire to continuously learn and apply new knowledge is a requirement</li><li>Experience in the Card Payment industry will be a strong asset</li><li>You are fluent in English and French, verbal and written (native level)</li><li>Must be a good communicator</li><li>Ability to adapt to an ever-changing market place</li></ul><p></p><p><b>Why Planet</b></p><p>Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.</p><p>Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. <b>We would love to hear from you – Apply now</b></p></li></ul><p>At Planet, we embrace a hybrid work model, with three days a week in the office.<br/> </p><p>Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.</p>