Specialist, Clients Operations

Job Summary:

The Operations Support Specialist plays a critical role in ensuring seamless day-to-day operations, managing corporate and enterprise client requests, and upholding service excellence. This role involves handling operational tasks such as report generation, file uploads, transaction processing, and common issue workarounds while maintaining strong relationships with enterprise clients. The ideal candidate demonstrates a strong sense of urgency, collaboration, and commitment to continuous improvement while ensuring compliance with service level agreements (SLAs).

Job Highlights:

• Provide first-level support for enterprise client inquiries and service requests.
• Assist with day-to-day operational tasks, including transaction validations and process adherence.
• Ensure timely and accurate documentation of client interactions and operational activities.

Main Duties & Responsibilities

• Provide first-level support for enterprise client inquiries and service requests via different communication channels e.g. phone calls, emails and social media messages.
• Assist with day-to-day operational tasks e.g. transaction update, refund, dispute, settlement/reconciliation report
• Resolve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup within predefined SLA based on FAQ/knowledge base
• Create request ticket in corporate incident management platform including to provide adequate information for further investigation, triage user request for proper category and priority level, keep tracking of request status, provide comprehensive note to the ticket and ensure the ticket can be closed within predefined SLA.
• Mitigate customer impact of issues and executes workarounds, including create/update/modify a documented solution for future use.
• Collaborate with other internal teams such as product support, fraud and risk, business development, finance, accounting and product team for cascading and / or escalating of merchants' payment-related concerns.
• Coordinate with payment service providers (PSPs) regarding system availability and maintenance schedule including to consult PSPs for in-depth investigation of transaction related issues.
• Coordinate with third parties via partner integration management team for further information, investigation, solution and other related collaboration cross-organization.
• Regularly communicates and shares knowledge with the rest of the team.
• Initiate and update operational related documents in regular basis i.e. FAQ, user guides, troubleshooting guides, etc.
• Ensure superior customer service is consistently provided to merchants.

Professional Skills & Key Competencies

• Solid awareness of customer service
• Basic problem-solving with logical thinking approach
• Well disciplined and very responsible
• Good communication skills for both Thai and English
• Time-flexible and willing to take turn to work during weekends / holidays
• Strong sense of urgency with continuous improvement mindset for highest accountability and operational excellence

Requirements

• Bachelor's degree in Business Administration, Information Technology, Finance, or related fields.
• Basic understanding of Excel e.g. pivot tables, VLOOKUP
• 1 - 2 years of experience in operation and customer support
• Basic problem-solving skill to mitigate heat with proper workarounds within SLA
• Strong in communication to collaborate efficiently and constructively
• Strong in learning capabilities and fast adaptability as there are variety of issues/situations during day-to-day operations
• Being able to write, read and speak English properly, especially comprehensive and well-organized writing skills is highly preferred.
• Being able to work as a team, will to learn, and very detailed oriented with high adaptability
• Being able to work during out of office hours as necessary or work at home during late night in case of emergency.
• Being able to accommodate these key values:
  Customer Service – Professionally manage difficult or emotional customer situations, respond promptly to customer needs
  Interpersonal Skills - Be able to coordinate with different levels of stakeholders
  Ability to Multitask – Be able to handle several tasks in well-organized manner
  Time Management - Be able to prioritize and use time efficiently based on priority of the issues in hand
  Discipline - Be responsible and accountable
  Proactive Mindset - Able to proactively do self-learning, embrace changes and seek for continuous improvement

Interested candidates are invited to send your comprehensive resume with current and expected salary package via this job ad. Please note that only shortlisted candidates will be notified.

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