Sales Support & Merchant Service

Purpose of the role

The holder of this position is a supportive role to the sales team and merchant service. Supporting smaller merchants that can be managed by phone as Telesales (300 merchants).

This position covers the overflow of merchant service tasks and covers additional merchant service tasks currently handled by other departments.

Responsibilities

Sales Support & Merchant Service

• General merchant service tasks: Ability to cover basic merchant service tasks such as the merchant hotline, email merchant requests, MNA usage (contracts, stop lists, chain management, etc.), etc.

• Debt management: Sending reminders to merchants, debt collection calls, follow-up emails

• Customer service: Communication with the customer service team in Bratislava to resolve requests from travelers

• Kiosk support: Coordinating operations and IT of kiosk located in Austria

• Support to sales: Supporting merchants via phone or email – approximately 2 contacts per year per merchant.

• Recovery: Support of recovery of forms – especially collection of invoice copies

• CRM: Accurate use of CRM programs (Salesforce & MNA)

• General office support: Processing ad hoc tasks in the office as needed (for example, sales meetings, external visits, etc.)

Main KPI’s

• Debt collection success

• Reject recovery

• Number of points of contact to merchants

Competencies / Skills / Qualifications and Education Requirements

• German speaker (native proficiency level is a must)

• English B1/B2

• Background in customer service preferred

• Passion for technology

• Skilled in Office 365 (outlook, word, excel)

• Min. high school education

• Result orientation, ability to reach targets

• Ability to plan and prioritize

• Ability to use creative solutions to solve problems

Gemäß österreichischem Bundesgesetz sind wir verpflichtet, das Mindestjahresbruttogehalt nach dem jeweiligen österreichischen Kollektivvertrag für diese Position bekannt zu geben, welches €33.168,52 brutto jährlich beträgt. Global Blue garantiert ein attraktives, wettbewerbsfähiges und leistungsgerechtes Vergütungspaket, das sich an Ihren fachlichen und persönlichen Qualifikationen sowie an marktgerechten Gehältern orientiert und daher deutlich über dem angegebenen Minimum liegt!