Merchant Helpdesk Associate

RAKBANK
Ras Al Khaimah
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Stakeholder coordination","Attention to detail","Customer focus"]

Provide frontline helpdesk support for merchants across point-of-sale terminals, payment acceptance solutions, merchant onboarding, settlements, transactions, and digital acquiring services. Handle enquiries, service requests, and complaints within agreed service levels, troubleshoot POS and transaction issues, and escalate critical matters for resolution. Coordinate with internal teams and external vendors, maintain accurate records and reporting, and adhere to policies, regulatory requirements, and card scheme rules.

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FursaFursa
RAKBANK
RAKBANK
23 hours ago

Merchant Helpdesk Associate

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Provide frontline helpdesk support for merchants across point-of-sale terminals, payment acceptance solutions, merchant onboarding, settlements, transactions, and digital acquiring services. Handle enquiries, service requests, and complaints within agreed service levels, troubleshoot POS and transaction issues, and escalate critical matters for resolution. Coordinate with internal teams and external vendors, maintain accurate records and reporting, and adhere to policies, regulatory requirements, and card scheme rules.
Location: Ras Al Khaimah
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle merchant enquiries, service requests, and complaints professionally within agreed service levels.
  • •Provide support across POS terminals, payment acceptance, merchant onboarding, settlements, transactions, and digital acquiring services.
  • •Investigate and resolve merchant issues through approved support channels; troubleshoot POS, transaction, settlement, and digital acquiring queries.
  • •Escalate unresolved or critical issues and follow through until closure; support service recovery during outages or disruptions.
  • •Maintain accurate records, prepare operational reports on incidents and trends, and contribute to continuous improvement initiatives.

Pay and Benefits

Perks:Health InsuranceLife Insurance

Key Requirements

  • •Bachelor’s degree in Banking, Finance, Business Administration, or a related discipline.
  • •1 to 2 years of experience in Merchant Services, POS Support, Payment Operations, Acquiring, Banking, Customer Service, or a similar role.
  • •Experience handling merchant enquiries, complaints, and technical service requests (preferred).
  • •Understanding of merchant acquiring, POS terminals, card payments, settlements, and digital payment solutions.
  • •Familiarity with service-level standards, compliance requirements, and card scheme regulations.
Experience:1-2 yearsBankingPaymentsMerchant servicesPOS supportMerchant acquiringDigital payments
Education:Bachelor's
Skills:CommunicationProblem-solvingStakeholder coordinationAttention to detailCustomer focus

Eligibility

Nationality:UAE National

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