Merchant Helpdesk Associate

RAKBANK
United Arab Emirates
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsEducation: bachelorsSkills: ["Customer focus","Communication","Problem-solving","Documentation","Troubleshooting"]

Provide frontline support to merchants by handling inquiries, service requests, and complaints related to POS terminals, payment acceptance, merchant onboarding, settlements, and digital acquiring services. Manage cases within SLA and quality standards, document interactions accurately, and investigate/escalate complex issues until closure. Ensure compliance with bank policies, regulations, and information security requirements, while coordinating across internal teams, vendors, and payment partners. Track performance, identify recurring issues, and recommend process improvements.

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FursaFursa
RAKBANK
RAKBANK
1 day ago

Merchant Helpdesk Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Provide frontline support to merchants by handling inquiries, service requests, and complaints related to POS terminals, payment acceptance, merchant onboarding, settlements, and digital acquiring services. Manage cases within SLA and quality standards, document interactions accurately, and investigate/escalate complex issues until closure. Ensure compliance with bank policies, regulations, and information security requirements, while coordinating across internal teams, vendors, and payment partners. Track performance, identify recurring issues, and recommend process improvements.
Location: United Arab Emirates
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Deliver prompt, professional customer service to merchants for inquiries, service requests, and complaints.
  • •Adhere to SLAs, quality standards, and operational procedures to ensure efficient service delivery.
  • •Accurately document merchant interactions and service request/complaint records in designated systems.
  • •Identify, investigate, and escalate unresolved or complex issues to relevant teams until timely closure.
  • •Coordinate with internal departments, external vendors, and payment partners to resolve merchant-related issues and produce operational reports.

Key Requirements

  • •Bachelor’s degree in banking or a related field.
  • •1–2 years of experience in a similar field, with banking/customer service experience recommended.
  • •Strong customer focus and ability to address merchant needs effectively.
  • •Computer literate with strong writing skills.
  • •Excellent communication skills; bilingual is preferred.
Experience:1-2 yearsBankingCustomer service
Education:Bachelor's in banking
Skills:Customer focusCommunicationProblem-solvingDocumentationTroubleshooting

Company Brief

RAKBANK
RAKBANK is a United Arab Emirates-based bank offering personal, business, and commercial banking services, including accounts, cards, loans, deposits, and digital banking products. It serves retail customers and SMEs across the UAE.
Industry: Banking
Company Size: Large (251 to 1,000 employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Ras Al Khaimah, United Arab Emirates
Founded: 1976
WebsiteLinkedIn