Hybrid Sales Support & Merchant Service at Global Blue

About the Role

The Telesales & Merchant Support Specialist plays a crucial role in supporting the sales team and merchant service. This role focuses on assisting smaller merchants (around 300) who can be managed remotely via phone. Additionally, the position provides backup support for merchant service tasks currently handled by other departments.

Responsibilities

• 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 travellers

• 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 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