Description : Premium Service Delivery Manager. Company : Planet. Location : Stockholm

Description
About Us:
The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it’s growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it’s not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.
Planet are a technology company that’s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world’s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.
To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software and networks that runs business. By combining networks, software and payment technology, Planet’s creating a world of connected commerce, that makes payments feel good.
We’re growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we’ve the financial capital and expertise to grow our capabilities and reach through acquisition.
Function Overview:
As part of Global Operations, you’ll be working with an amazing diverse team of talented and customer centric people across the world. We’re building a world-class operation and you’ll be empowered to make a difference so we can better serve our customers with an easy, connected, and flawless experience. You’ll find opportunities across customer facing, technical and administrative roles, customer services, onboarding, Tax Free, training, or one of the many other exciting areas in Global Operations. You’ll be presented with unrivalled prospects to grow, learn and develop in your career. We’re growing fast and are always looking for ambitious individuals who want to be part of the connected commerce revolution.
Role Overview:
Support is a critical function within the Group Operations team. You will be responsible for offering a white glove service to our Premium Accounts. You will own the day to day management of your assigned accounts and ensure you handhold queries to completion with high satisfaction, linking in with key stakeholders in the business including relationship managers and technical support teams.
What you will do:

• A premium client service role where activities are predominantly managed via email and phone (video calls).
• Service satisfaction is the number one focus in this role. It is imperative that the Premier Account Specialist acts by following up on their account queries, offer training to their clients on Planet’s services and provide business updates where applicable.
• Understanding your accounts in detail through internal/external research and stakeholder management.
• Act as the voice of the customer ensuring the relationship manager is aware of areas requiring escalation
• Manage the handover between the relationship manager, Onboarding teams and client to ensure a smooth transition.
• Respond to and resolve operational concerns raised by the customer using a consultative approach every time a client makes contact, regardless of channel.
• Proactively manage operational concerns where possible with effective communication tools.
• Plays a key role in the account strategic direction by supporting internal teams with systems/program implementations with clients; reports highlighting performance, adoption of new solutions launched by Planet that drive efficiency and satisfaction.
• Raise the bar in terms of quality service offering through identifying and reporting concerns and keeping an accurate account of activities relating to the portfolio.
• Being in regular contact with all internal teams to enhance the Premier customer journey to ensure high levels of service delivery.

Who you are:

• Perfect in spoken and written English & Swedish is mandatory (plus other languages desirable).
• Strong analytical skills, thrives in a data environment and is very capable with excel.
• Proficient in MS Office suite
• Ability to effectively communicate with multiple levels of managements
• 1 year of call centre experience
• Passion for helping others, very good communication and interpersonal skills
• Previous Customer Services experience within the business
• Work well within a team as well as on their own initiative
• Ability to prioritise work in order to meet deadlines
• Must be available to work within a 5 day operation (Monday – Friday)
• Energetic: You’re driven by pushing forward, searching for better, and wanting more than the status quo
• Bright: You love bouncing ideas off other people. Brainstorming. Asking questions. Learning. Looking for answers that help our customers.
• Modest: For us, putting the customer first is not a cliché. We serve them and are proud to make things easier and simpler for them.
• Warm: At the heart of it all is our people. People that care. About you, each other, our customers. We celebrate differences, and help us all to grow together.

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.