The company is seeking a dedicated and customer-focused Customer Support Officer to provide exceptional support to merchants, partners, and customers using our payment solutions. The successful candidate will serve as the first point of contact for inquiries, technical issues, and service requests, ensuring timely resolution and a positive customer experience. This role requires strong communication skills, problem-solving abilities, and a customer-centric mindset. Experience in fintech, payment services, banking, or technology support will be an advantage

• Serve as the primary contact for customer inquiries via phone, email, chat, and other communication channels.
• Provide support to merchants and partners regarding payment gateway services, transactions, settlements, and account-related issues.
• Investigate and resolve customer complaints and service issues in a professional and timely manner.
• Escalate complex technical or operational issues to the appropriate internal teams and follow through until resolution.
• Monitor support tickets and ensure all cases are handled within agreed service levels (SLA).
• Maintain accurate records of customer interactions, issues, and resolutions in the CRM or ticketing system.
• Assist customers with onboarding, account setup, and system navigation.
• Educate customers on product features, processes, and best practices.
• Collaborate closely with Operations, Technical Support, Product, Compliance, and Business Development teams.
• Identify recurring issues and recommend process improvements to enhance customer satisfaction.
• Support operational activities related to payment processing and merchant services when required.
• Participate in system testing, product launches, and customer communication initiatives.

• Bachelor's degree in Business Administration, Finance, Information Technology, Communications, or a related field.
• Minimum 1–3 years of experience in Customer Service, Customer Support, Call Center, Operations Support, or a related role.
• Experience in fintech, payment gateway, banking, e-commerce, or technology industries is preferred.
• Strong customer service and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Detail-oriented with strong organizational skills.
• Proficiency in Microsoft Office applications and customer support systems.
• Ability to work independently and as part of a team.

Language Requirements

• Fluent in Khmer (written and spoken).
• Good command of English (written and spoken).
• Able to communicate Thai language is an advantage.

Preferred Qualifications

• Knowledge of payment processing, digital payments, payment gateways, QR payments, or merchant acquiring services.
• Experience using CRM, ticketing, or customer support platforms.
• Understanding of banking operations, transaction monitoring, or merchant support processes.