Planet
tech, government, hospitality, logistics, agriculture, manufacturing, or other
GatewayOnboardingSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Gateway Onboarding Specialist at Planet. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Run all aspects of merchant onboarding, across a number of IT platforms, internal departments and external partners merchants are onboarded in a timely manner. Provide excellent customer service, by responding quickly to customer queries with accurate information, in line with established SLA’s”
Industry & Context.
Resolve issues/queries by interacting and communicating with other colleagues/ departments
What They're Looking For.
Must Have
understanding of the integrated payments world, Well organized and able to work to tight deadlines, team player
Nice to Have
Previous experience within the payments, POS or Tax Free industry is an added asset
What You'll Do.
Run all aspects of merchant onboarding
across a number of IT platforms
internal departments and external partners merchants are onboarded in a timely manner
Provide excellent customer service
by responding quickly to customer queries with accurate information
in line with established SLA’s
Resolve issues/queries by interacting and communicating with other colleagues/ departments
Route tickets to the correct department to take action on needed changes to merchant's accounts
Submit requests for mass account changes to the appropriate departments
explaining in fine detail the scope of the needed changes
providing screen shots of how to account change is performed in order for the appropriate department to help create mass account change scripts
Help maintain and update the team knowledge base
Ensure Data Integrity is maintained when working on tickets by ensure the tickets are appropriately categorized with the type of change being made and that the merchant relevant information is populated on the ticket to help it be easier to find any merchant's records of changes made to their account
How You'll Work.
Team & Collaboration
Resolve issues/queries by interacting and communicating with other colleagues/ departments; Collaborate with internal stakeholders to ensure the best service and experience for the customers we serve; You will be a team player
Communication Scope
responding quickly to customer queries with accurate information, in line with established SLA’s; interacting and communicating with other colleagues/ departments; explaining in fine detail the scope of the needed changes; Follow communication procedures, guidelines and policies
Full Job Description
**About Planet** Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers. We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day. 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. 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. What you will do: * Run all aspects of merchant onboarding, across a number of IT platforms, internal departments and external partners merchants are onboarded in a timely manner * Provide excellent customer service, by responding quickly to customer queries with accurate information, in line with established SLA’s * Resolve issues/queries by interacting and communicating with other colleagues/ departments * Route tickets to the correct department to take action on needed changes to merchant's accounts * Submit requests for mass account changes to the appropriate departments, explaining in fine detail the scope of the needed changes, providing screen shots of how to account change is performed in order for the appropriate department to help create mass account change scripts. Help Validate in testing environment if scripts for mass account changes are correctly working. * Adapt to fast moving environment in a proactive and team focused manner * Liaise with Merchants and other departments to enable solutions delivery on time and to the correct specification * Provide accurate, valid and complete information * Liaise with other departments to review contracts to ensure correct configuration and billing models provided * Communicate any improvements that can be made to make supporting merchants more effective * Help maintain and update the team knowledge base *
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