Job Details

Phnom Penh
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Company Details

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Employer (Private Sector)
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Preferred Candidate

Professional Skills

Language Skills

Job Description

  • The Merchant Services & Support Officer will act as the first point of contact for merchant clients and will be responsible for supporting them in integrations of websites to Edeel platform, as well as in daily operational issues relating to transactions and processing.
  • The role also involves supporting merchants in the boarding process with banks and payment options by coordinating the collection and review of relevant documents throughout the process. Working within the payments industry, responding to customer support interactions in line with the company’s established service-level policies and procedures.
  • Following up on customer calls and support technicians (where applicable) in line with service-level agreements until resolved.
  • Logging and tracking all support desk interactions; logging of incidents made via phone and e-mail.
  • Providing analysis and resolution of incidents at first contact, where possible.
  • Providing an excellent level of customer service at all times.
  • Providing assistance in diagnosing live issues.
  • Offering guidance on current services and products.
  • Communicating technical information to non-technical customers.
  • Attending crisis meetings for high-severity incidents.
  • Participating as required in the development, maintenance of procedures, systems and processes to support the effective delivery of operational activities.

Position Requirements

  • Excellent interpersonal and communication skills
  • Be technically proficient
  • Preferred candidates will be highly organised, meticulous and motivated.
  • Bachelor/ related degree
  • Computer literacy ms office (word, excel, powerpoint, outlook)is a plus
  • Related experience is a plus
  • Must be able to able to work independently and assist team members.
  • Able to interpret data accurately and identify trends.
  • Good organisational skills.
  • Good documentation skills.- work under pressure
  • Honest, flexible and adaptable
  • Good command of english
  • Be part of a growing firm which has a positive reputation and encourages a healthy work life balance


About the Company

Edeel aims to revolutionize retail by effectively connecting merchants and consumers on mobile. It disrupts marketing and selling through a digitization platform, creating value for merchants and consumers.

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