Operations Officer

Employment Type:
Employee
Contract Type:
Permanent
Life At Planet
Do you love putting smiles on faces? Do you want to work in an environment
that is obsessed with making customers and employees happy? Do you want to be
part of a global mission to revolutionise commerce and payments? Do you want
to be working in a progressive organisation with the ambition to be the global
player in what we do? If you do, then this role could be for you….
You will be able to find current vacancies on :
https://www.weareplanet.com/careers
Here at Planet, we are extremely proud of our heritage of over ‎30 years. And
it is what makes us a unique payment partner for many of the world's most
prestigious brands. We don't just provide world class commerce and payment
services, we generate revenue for our customers, and we help them grow. In the
early days, we set out to simplify the complex payment process of VAT refunds
for international shoppers in Europe. Fast-forward to today, and our single
payments platform is unique in the industry - the only one that offers
acquiring, processing, digital wallets, VAT refunds and currency conversion
services. We have recently integrated several other tech businesses - Protel,
Hoist, Datatrans, Proiximis - to help us to continue to grow and dominate the
market as we set about our mission of being a world leader. And with strong
Private Equity Investors from Advent International and Eurazeo, we are well
set up to win.
We know that it's our people that differentiates who we are and what we do…and
that is why we are keen to hire world class talent like you.
Role Overview
Supporting Planet financial partners from a customer support role in the EMEA
region (Europe, Middle East, and Africa). Providing support to all existing
customers, making sure SLA's are met and customers' questions/concerns are
answered and resolved promptly.
What you will do
* Handling all customer emails, calls within set SLAs. In case additional help is required from other teams/functions, passing information promptly to the other teams/functions, following on answer, and providing feedback to the client.
* Manage and coordinate client and internal partner communication and status updates.
* Utilize creative problem solving and solid decision-making abilities handling inquiries/ issues.
* Supporting partner banks on transaction processing
* Own and drive identification, transparency, escalation, and resolution of risks and issues to closure, including technical incident communication and management with internal teams
* Informing clients via notifications on compliance, system maintenance, upcoming company news, etc.
* Providing clients and internal teams with operational reporting, using Qlik report tool, MAS Web and Planet Switch Host
* Maintaining clients contacts up to date in Planet CRM system
* Supporting clients on MAS reporting and providing overview training on Planet reports
* Monitoring batching for the suspended host, following up with internal tech teams on closing batching or with other ops functions if any of the transactions require reprocessing using Planet MAS system
* Complete other duties as assigned.
Who you are
* Energetic: You're driven by pushing forward, searching for better, and wanting more than the status quo
* Bright: You love bouncing ideas off other people. Brainstorming. Asking questions. Learning. Looking for answers that help our customers.
* Modest: For us, putting the customer first is not a cliche. We serve them and are proud to make things easier and simpler for them.
* Warm: At the heart of it all is our people. People that care. About you, each other, our customers. We celebrate differences and help us all to grow together.
What you will need to bring to planet
We Search for Better - We Celebrate Differences - We Go Beyond Expectations -
We Grow Together
What do we offer and why should you join us?
We don 't shy away from wanting to hire great people to deliver amazing things
for our customers. And once you join us, we want to keep you motivated and
engaged in our collective mission.
Competitive Pay
We don 't want you to worry about your pay and wonder if you can have it
better someplace else. We follow the market and evaluate salary benchmarks
through the year to make sure any salary increases remove any worries and keep
you satisfied. We review pay annually to make sure we are paying you what
you're worth.
Growth and skills
We know that for some it 's about growing into more senior and exciting roles,
and for others it's about becoming a deep technical expert. No matter what
your ambition, we are with you all the way. We know that investing in you is
the way to keep skills relevant and you motivated.

Flexible working
Work from home? Work in the office? Have family and life commitments that mean
you need flexibility? What we care about is what you deliver not where you
work nor the hours you work. We know flexibility matters and that 's why we
offer the flexibility that suits you and your lifestyle.
An array of people
We know that to win, our workforce needs to reflect the world in which we live
and the customers we serve. We are proud that we have a culture where everyone
and anyone can bring their whole selves to work.

Ready to meet us?
We hope this role sounds exciting and could be your next step. If so, we'd
love to meet you - click the button to apply. Go on. Make our day.