CCC Specialist (Payment)

About the Company

IKEA Thailand is part of Ikano Retail, owning and operating five omnichannel stores in Thailand (IKEA Bangna, IKEA Bang Yai, IKEA Phuket, IKEA Sukhumvit and IKEA Chiang Mai). IKEA Thailand offers well-designed, functional home furnishing products at affordable prices.

Responsibilities

• Manage operations for payment gateways and payment methods, including processing refunds and daily payment-related tasks.
• Ticket management: monitor and follow up with IT, business partners and stakeholders; investigate and escalate payment or eTax issues as appropriate.
• Act as first point of contact for IT partners to troubleshoot issues and communicate with business owners and development partners.
• Proactively analyse and report anomalies in customer complaints and support actions for investigations related to fraud, chargebacks, risk management and other KPIs to ensure data accuracy and minimise losses.
• Support the invoicing process in collaboration with Finance and conduct investigations where applicable.
• Investigate payment issues such as double payments and missing refunds.
• Support operational tasks from new payment implementations and developments; act as payment super user contributing to tests and training other super users/co-workers and stakeholders.
• Align operational actions with payment vendors and maintain/update bank campaign information for relevant stakeholders.
• Oversee and evaluate the payment transaction experience, identify improvement opportunities and communicate findings to relevant stakeholders.
• Serve as key point of contact for manual payment links, create and maintain Payment SOPs and ensure compliance with internal processes.
• Contribute 70–100% of allocated working time to these responsibilities; if full occupancy is not reached, may be assigned to customer non-voice channels as required.

Qualifications

• Excellent understanding of IKEA payment and refund processes.
• Experience in problem solving and conflict handling techniques.
• Customer-focused mindset and good understanding of CCC performance KPIs and Customer Experience metrics.
• Broad knowledge of national regulation and legislation related to payment processes, payment methodologies, compliances and industry standards.
• Strong ability to analyse customer payment and refund data and turn insights into action.
• Good communication and presentation skills; ability to resolve problems independently and within a team.
• Ability to comply with external legal framework and internal rules/instructions; strong attention to detail, structured and persistent.
• Strategic, tactical and operational thinking with great numerical and analytical skills and understanding of IKEA business complexity.