Description
Join Razer, a global gaming technology company, on a mission to revolutionize the way the world games. You will be part of a team that offers opportunities for personal and professional growth.
As a Customer Service and Merchant Support Specialist, you will support end-to-end merchant operations, ensure compliance with regulatory requirements, and deliver high-quality support to merchants and customers. This role serves as a key operational liaison across various teams to support merchant onboarding, payment operations, fraud management, and ongoing merchant support.
Key Responsibilities
- Serve as the primary point of contact for merchants, managing inquiries, operational issues, and escalations.
- Support payment-related matters, including transaction inquiries, disputes, refunds, chargebacks, and settlement-related issues.
- Monitor and track merchant cases to ensure resolution within agreed service levels.
- Deliver high-quality support to merchants and customers while maintaining communication standards and service excellence.
- Analyze recurring operational issues, identify root causes, and recommend process improvements.
- Conduct reviews of merchant websites and business information to support onboarding and ongoing merchant monitoring activities.
Merchant Onboarding & Business Support
- Support merchant onboarding activities and ensure operational readiness prior to merchant activation.
- Collaborate with Business Development and Partnership teams to facilitate merchant onboarding requirements and ongoing operational support.
- Coordinate the collection and verification of KYM/KYC documentation.
Risk, Compliance & Fraud Support
- Work closely with Risk and Compliance teams to ensure merchant activities adhere to regulatory and internal policy requirements.
- Assist in the investigation of suspicious transactions and support fraud prevention initiatives.
Product & Payment Channel Support
- Coordinate with Product and Engineering teams on payment channel integrations, merchant feedback, and system enhancements.
- Support the day-to-day operation of payment channels and participate in User Acceptance Testing (UAT).
Process Improvement & Team Support
- Develop, maintain, and continuously improve Standard Operating Procedures (SOPs) and workflows.
- Drive operational efficiency through process enhancement initiatives and best practice implementation.
Required Qualifications
- Bachelor’s degree in Business Administration, Finance, Economics, Information Technology, or a related discipline.
- Minimum 3 years of experience in Merchant Support, Customer Service, Payment Operations, eCommerce, FinTech, Financial Services, or a related industry.
- Strong understanding of payment processing and proven experience working with cross-functional teams.
- Excellent communication and interpersonal skills in both Thai and English.
Preferred Qualifications
- Experience with KYM/KYC processes, merchant onboarding, or regulatory compliance activities.
- Knowledge of fraud monitoring, fraud investigation, and/or Central Fraud Registry (CFR) processes.
- Experience working within Bank of Thailand (BOT)-regulated payment, fintech, or financial services environments.