Senior Officer, Customer Support - Marketplace

About the role

The Agricultural Development Bank of Cambodia is hiring one Senior Officer, Customer Support for its Marketplace, based in Phnom Penh. The role covers escalated customer cases, order and payment issues, and quality checks on marketplace service.

Key responsibilities

• Resolve escalated cases received by email and social media, and manage the Marketplace homepage so it remains attractive.
• Handle purchase orders, payments, fund transfers, shipping and disputes quickly and accurately within SLA standards.
• Manage banner and poster posts on the Marketplace and social media according to schedule.
• Support buyers and sellers on platform use, and investigate fraud, operational disputes and payment issues.
• Track the order lifecycle, including cancellations, returns and other requests.
• Monitor key KPIs (CSAT, response time, resolution rate), take part in QA and suggest improvements to workflows and customer experience.
• Work with Marketing and Sales, Product, Operations and Tech teams to solve system problems.

Required profile

• Degree in Business, Communication, IT or a related field.
• 1-3 years of customer support experience, preferably in e-commerce or marketplace.
• Good knowledge of marketplace, e-commerce, m-commerce and social media management.
• Good computer skills, data analysis and reporting skills.
• Good English (spoken and written) and strong negotiation and problem-solving skills.

What we offer

• Market salary with annual raises, performance bonuses and past-service pay.
• Child allowance, health and education allowances, daily meals, accident and health insurance, and a 5-day work week.
• Annuity, annual leave and public holidays, and training opportunities.

Only candidates on the shortlist will be contacted for an interview; interested applicants should send their CV through the bank's careers channel.