Senior Officer, Merchant Support – Marketplace

About the role

The Rural Development Agency is hiring one Senior Officer, Merchant Support for its marketplace business, based in Phnom Penh. The role supports merchants on the platform, resolves their issues and helps improve sales performance.

Key responsibilities

• Facilitate new merchant onboarding and product listing agreements
• Respond to merchant queries by chat, email and phone, and resolve order, payment, logistics and policy issues
• Advise merchants on platform use, product management and best-selling practices
• Meet regularly with top and low sellers to guide them and boost sales
• Identify recurring problems to reduce ticket volume
• Create and update SOPs, knowledge base and support documents; monitor and improve service quality and SLAs
• Analyse support data (ticket volume, response time, satisfaction) and report findings
• Take part in quality assurance and mentor new support staff
• Work closely with Product, Operations, Engineering, Tech, Marketing & Sales, Risk, Compliance and Logistics teams

Required profile

• Degree in Business, IT or a related field
• 2 to 3 years of experience in customer or merchant support, including escalations
• Direct experience with e-commerce or marketplace platforms such as Shopee, Lazada, Amazon or Taobao
• Good understanding of e-commerce operations, seller operations, logistics and payment systems
• Strong English speaking and writing skills

Required skills

• Data analysis, problem solving and document organisation
• SOP creation and knowledge base maintenance

What we offer

• Market salary with annual raises, bonuses and past-service pay
• Childcare allowance, health and study allowances, daily meals and overtime pay
• Accident and health insurance, 5-day work week, annual leave and public holidays
• Training opportunities