Bilingual CS Associate Full Time NEW

Role Overview

Planet is a global leader in digital commerce solutions. As a Customer Service Assistant in the Tax-Free Retail Team, you will support the world’s first fully paperless tax-free experience. Your role will focus on delivering exceptional service and supporting digital transformation across customer touchpoints.

Key Responsibilities

Customer Support

• Respond to customer inquiries via phone, email, live chat, and in-person
• Provide accurate information on services, policies, and procedures
• Assist with troubleshooting, billing, and processing returns and exchanges

Problem Resolution

• Resolve issues efficiently and escalate when necessary
• Follow up to ensure complete customer satisfaction

Documentation and Reporting

• Maintain detailed and accurate records in the CRM system
• Track and report on common issues and suggest improvements

Product Knowledge

• Stay informed on Planet’s offerings and updates
• Educate customers on service use and policies

Handling Escalations

• Manage conflicts professionally and offer effective solutions

Team Collaboration

• Work with internal teams including tech, sales, and logistics
• Share feedback and contribute to service improvements

Customer Satisfaction and Retention

• Deliver high-quality service that builds loyalty
• Conduct follow-ups and satisfaction checks

Requirements

• Fluent in Arabic and English (spoken and written)
• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Calm, empathetic, and professional under pressure
• Detail-oriented with solid documentation skills
• Comfortable with CRM systems and support tools
• Able to manage multiple tasks in a fast-paced environment
• Collaborative and proactive attitude

Work Environment

• Based onsite in Dubai (hybrid schedule: 3 days in-office)
• Inclusive, accessible, and diverse work culture

About Planet

Planet is a global technology company offering payment, software, and integrated commerce solutions across retail and hospitality. With over 3,000 employees and a presence in more than 120 markets, Planet has 35 years of industry experience in delivering digital-first customer experiences.