Merchant Support Assistant

Key Results Area:

• 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.

• To 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.

Skills

• Microsoft Office ( Excel,Word,Powerpoint)

• Excellent Arabic and English language skills

• Work 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 priorities work in order to meet deadlines