Tax Free Local Support Representative

About Us

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role overview:

The primary function of this Athens-based role is to provide professional and comprehensive support to both merchants and tourists, while also taking responsibility for the delivery and coordination of Tax Free and merchant solution training across the Greek merchant portfolio.

Reporting to the Customer Service Supervisor, the role combines day-to-day customer and merchant support with merchant onboarding, training, refresher sessions, and support during solution changes and new implementations.

The successful candidate will act as a key point of contact for Greek merchants, helping ensure they have the knowledge, tools, and guidance required to confidently manage Tax Free transactions and provide a smooth experience to international shoppers.

What you will do:

• Handle tourist and merchant queries by phone, email, and Salesforce, aiming for first-contact resolution.

• Provide clear guidance on Tax Free processes, operational procedures, and issuing solutions.

• Work in line with agreed SLAs, KPIs, and Customer Service standards.

• Deliver Tax Free training sessions in store for new and existing merchants.

• Support merchants during implementation and changes to issuing solutions, including PAX, web-based, PII, and Mobility solutions.

• Coordinate training needs with Sales, Account Management, Operations, Product, and external vendors.

• Identify recurring issues and recommend additional training or merchant support.

• Provide basic administrative support, including printing and posting forms when required.

Who you are:

You are passionate about customer service and comfortable working directly with both international tourists and business customers. You enjoy helping people understand processes and are confident explaining information clearly to different audiences.

You are comfortable delivering training and presentations, whether to an individual store employee or a larger merchant team, and can adapt your communication style depending on the audience.

You are proactive, organised, and able to balance daily customer service responsibilities with planned merchant training sessions.

Key competencies:

• Fluent Greek and advanced English.

• Experience in Customer Service, merchant support, retail training, account support, or a similar customer-facing role; working within set SLAs and targets.

• Confident delivering training, presentations, and practical demonstrations.

• Ability to explain operational and technical processes simply and clearly.

• Strong communication, organisation, and stakeholder-management skills.

• Comfortable working independently, managing multiple priorities, and learning new systems.

• Strong computer literacy; experience with Salesforce or similar CRM tools is an advantage.
• Training and presentation skills.

• Initiative, attention to detail, and practical problem solving.
• Flexibility and adaptability in a fast-growing international organisation.

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.

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.