Specialist, Clients Operations

About the Role

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 handles report generation, file uploads, transaction processing, common issue workarounds and maintaining strong relationships with enterprise clients while meeting service level agreements (SLAs).

Responsibilities

• Provide first-level support for enterprise client inquiries and service requests via phone, email and social media
• Assist with day-to-day operational tasks such as transaction updates, refunds, disputes, settlement/reconciliation reports
• Resolve common problems (username/password, menu navigation, hardware/software verification, installation, setup) within predefined SLA using FAQ/knowledge base
• Create and manage request tickets in the corporate incident management platform: provide adequate information for investigation, triage requests for proper category and priority, track status, add comprehensive notes and close tickets within SLA
• Mitigate customer impact by executing workarounds and creating/updating documented solutions for future use
• Collaborate with internal teams including product support, fraud & risk, business development, finance, accounting and product for escalation and cascading of payment-related concerns
• Coordinate with payment service providers (PSPs) on system availability, maintenance schedules and in-depth transaction investigations
• Coordinate with third parties via partner integration management for investigation, solutions and cross-organization collaboration
• Regularly communicate and share knowledge with the team and initiate/update operational documents (FAQ, user guides, troubleshooting guides)
• Ensure superior customer service is consistently provided to merchants

Qualifications

• Bachelor's degree in Business Administration, Information Technology, Finance or related fields
• 1–2 years of experience in operations and customer support
• Basic understanding of Excel (pivot tables, VLOOKUP)
• Basic problem-solving skills and logical thinking to provide workarounds within SLA
• Good communication skills in Thai and English; strong written English is highly preferred
• Time-flexible and willing to work weekends/holidays or out-of-office hours as necessary
• Strong learning capability, fast adaptability, attention to detail, discipline and accountability

Skills

• Provide first-level client support and maintain SLAs
• Use of incident/ticketing platforms and CRM tools for request management
• Prepare and analyse operational reports and reconciliation data
• Document and maintain FAQs, user guides and troubleshooting procedures

Additional Information

Interested candidates are invited to send a comprehensive resume with current and expected salary package via this job ad. Only shortlisted candidates will be notified.

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