CCC Specialist (Payment)

IKEA is the world’s largest home furnishing retailer with 460 stores across more than 60 countries. IKEA Thailand is part of Ikano Retail, one of 12 IKEA franchisees and the only one owned by the family of Ingvar Kamprad, who founded IKEA in 1943.

IKEA Thailand creates a better everyday life by offering a wide range of well-designed, functional home furnishing products at prices so low, that as many people as possible can afford them. Ikano (Thailand) Ltd. owns and operates five omnichannel stores in Thailand, including IKEA Bangna, IKEA Bang Yai, IKEA Phuket, IKEA Sukhumvit and IKEA Chiang Mai. To learn more, visit IKEA.co.th

Job Description

• Responsible for all operations for the payment gateways and payment methods, like processing refunds and any other daily operational tasks related to payments.
• Responsible for ticket management (monitoring and follow up) with IT, business partners and stakeholders, investigate and escalate issues related to payment or eTax where appropriate.
• Actively support for troubleshooting within ticket management process, first point of contact for our IT partners to troubleshoot issues and communicating to the respective business owners and development partners.
• Proactively analyse and report anomalies in customer complaints and support actions for investigations, related to fraud, chargebacks, risk management success factors and other key performance indicators as required, for ensuring accuracy, quality of data and minimise the losses of profitability.
• Support the invoicing process in collaboration with finance and investigate if applicable.
• Payment investigations for payments issues, like double payments, missing refunds.
• Support operational tasks coming from new payment implementations and developments.
• Responsible as payment super user, to contribute to tests for new development, and training other super users/co-workers and stakeholders on payment processes.
• Responsible for the alignment with payment vendors on operational actions.
• Responsible in overseeing and evaluating the payment transaction experience of our customers and contribute in identifying any improvement opportunities to elevate the standards by actioning or communicate findings to relevant stakeholders via the adequate channels
• Responsible for updating bank campaign information and sharing with relevant stakeholders
• Key point of cotnact for manual payment link, as well as to create and maintain Payment SOP and ensure compliance.
• Contribute 70-100% of their allocated working time to the outlined responsibilities. In cases, where full occupancy is not reached and CCC requires operational support, to be assigned on customer non-voice channels, as and when required

Qualifications

• Excellent understanding of IKEA payment and refund processes.
• Experience of problem solving and conflict handling techniques.
• Customer-focused mindset.
• Good understanding of all CCC performance KPIs and broader Customer Experience related metrics.
• Broad knowledge on national regulation and legislation related to payment processes.
• Broad knowledge of payment methodologies, compliances and industry standards.
• Strong ability to analyse data related to customer payment and refund experience and turn into actionable insights.
• Good communication and presentation skills.
• Ability to bring problems to a resolution independently and within a close team.
• Ability to comply with the external legal framework and follow internal rules/instructions.
• Good attention to details by being persistent, structured and accurate.
• Good strategic, tactical and operational thinking.
• Great numerical and analytical skills.
• Ability to understand the complexity of IKEA business and the role of Commercial as an integrated part of the business