Partner Support Officer (Senior Customer Service)

Marchants Operations and Services

The Partner Support Officer is responsible for providing professional back-office customer support to merchants, business partners, and customers by managing inquiries received via email and other designated communication channels. This role acts as the primary coordinator between external stakeholders and internal teams to ensure inquiries, service requests, and operational issues are resolved accurately and within the agreed Service Level Agreements (SLAs).

This position focuses on case ownership, cross-functional coordination, investigation, and end-to-end case management to deliver an excellent merchant experience while maintaining operational excellence.

Responsibilities

Customer Support

Respond to merchant, partner, and customer inquiries via email and designated communication channels.
Acknowledge receipt of customer inquiries and provide timely updates on case progress.
Ensure all communications are professional, accurate, and aligned with company standards.
Use approved communication templates where applicable.

Coordination

Coordinate with internal teams, including Operations, Product, IT, Finance, Operation Risk, Compliance, Business Development, and CU (KBank) to obtain information required to respond to customer inquiries.
Follow up with relevant teams to ensure responses are received within the expected timeframe.
Relay information and resolutions provided by internal teams back to merchants and customers.

Case Administration

Record and maintain customer inquiries in the ticketing or case management system.
Monitor inquiry status and ensure all assigned emails are responded to within the defined SLA.
Escalate urgent or unresolved issues to the supervisor or relevant team when necessary.

Documentation

Maintain accurate records of customer communications.
Update email templates and standard response documents when required.
Assist in maintaining internal knowledge articles and FAQs.

Service Quality

Deliver high-quality customer service through professional written communication.
Support team objectives by meeting response time and quality targets.
Adhere to company policies, operational procedures, and information security requirements.

Requirements

Bachelor's degree in Business Administration, Marketing, Information Technology, Communications, or a related field.
2 years+ of experience in Customer Service, Customer Support, Administrative Support, or related roles.
Experience in Payment Gateway, FinTech, Banking, E-commerce, or Financial Services is an advantage but not required.
Experience handling customer inquiries via email or ticketing systems is preferred.
Excellent written communication skills in Thai and English.
Good customer service mindset.
Strong coordination and interpersonal skills.
Good organizational and time management skills.
Ability to prioritize multiple inquiries.
Attention to detail and accuracy.
Basic problem-solving skills.
Ability to work collaboratively with cross-functional teams.
Proficiency in Microsoft Office (Word, Excel, Outlook).
Familiarity with CRM or ticketing systems is an advantage.

Integrity & Commitment

All employees are expected to uphold the highest standards of integrity, professionalism, and ethical conduct while complying with applicable laws, regulations, and Company policies. Every employee is responsible for protecting confidential information, acting in the best interests of the Company and its stakeholders, and contributing to a collaborative, customer-focused, and high-performing culture.

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