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 onbaording 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.
