Customer Service Representative with French

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.

Role Overview

The primary function of this Warsaw-based role is to deliver professional and comprehensive operational support via phone and email to our merchant customers in Italy as well as tourists querying the status of their VAT refund. The support agent will assist Italian retailers with their day-to-day operations, answer questions, help solve problems, and provide reports within contractually obligated SLAs, with heavy emphasis on supporting luxury brands and premium customers as a priority. Support will be provided in both Italian and English to meet the needs of both merchants and international tourists.

What you will do :

• Query Resolution : Strive for first contact resolution when dealing with all customers on a day-to-day basis and ensure all queries are being resolved within agreed Service Levels.
• Excellent Customer Care : Provide exceptional customer support and contribute to growing customer satisfaction rating on Trust Pilot platform. Ensure all satisfied customers are invited to leave a review.
• Accountability : Maintain regular communication with the Customer Support Director, Customer Service Supervisor, and relevant stakeholders to stay current on processes, procedures, and operational changes. Collaborate to ensure service excellence through consistent achievement of high quality monitoring scores and full compliance with security policies and standards.
• Collaboration : Build and maintain strong, positive relationships across departments and Planet Group companies to ensure aligned processes and effective coordination. Offer and receive help from your colleagues to foster a collaborative environment and improve process efficiency.
• Performance Management : Effectively organize and prioritize your own workload to consistently meet service level agreements. Uphold Company Values in all interactions and maintain full compliance with established policies, procedures, and reporting systems

Who you are :

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, 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.