Onboarding Operator

About this role

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. 

Role overview: As Onboarding Operator you'll be responsible for managing the end-to-end merchant onboarding process across multiple IT platforms and internal departments at Planet, ensuring a seamless and timely setup experience. Acting as a key point of contact, the role combines strong customer service with cross-functional collaboration to resolve queries, maintain data integrity, and drive continuous improvements in how Planet supports its merchants.

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

• 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

• Collaborate with internal stakeholders to ensure the best service and experience for the customers we serve

• Work with an openness to take on new tasks and challenges as they present themselves within the position

• Follow communication procedures, guidelines and policies

• Flexibility with traveling to provide onsite Installation support.

Who you are: • You will have a strong understanding of the integrated payments world

• Well organized and able to work to tight deadlines

• You will be a strong team player

• Previous experience within Fintech, payments, POS or Tax Free industry is an added asset

Why Planet: Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need. Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now. At Planet, you would be working primarily remotely with occasional in office presence for training/meetings. At Planet, we embrace a hybrid work model, with three days a week in the office.   Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.

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