Responsibilities:

• Review and control  KPI and performance reports and implement improvement plans in real-time to achieve operational targets.
• Escalate issues and urgent matters to all involving parties.
• Perform ad-hoc tasks as requested by the department's management.
• Improve chargeback cases, and prepare evidence/report to the bank or card scheme arbitration court for chargeback defense to avoid and minimize Shopee’s loss.
• Discuss with the SPP or regional team to solve payment issues.
• Assist team lead on projects, including UAT,  analysis, and operational initiatives. 
• Work closely with the Customer Service team and other teams to solve customer issues 
• Perform UAT testing related to payment and able to give the suggestion 
• Participate in many important payment projects to find payment solutions, improve payment systems, and bring new payment features to the Shopee App to increase user's experience and system efficiency.
• Create SOP (Standard Operating Procedures) for team members on new payment features and newly introduced / updated work process
• Support and find supporting evidence for credit card chargeback cases and establish a good relationship with acquirer banks

Qualifications:

• Bachelor's Degree minimum.
• Preferred with at least 1 year of work experience but new graduates are welcome
• Great attention to details
• Good command of both English and Thai communication skills (writing & speaking)
• Well-knowledge in payment workflows for all channels and highly professional in CS ticket handling.
• Highly proficient in SQL, Google Workspace, and Microsoft Office.
• Ability to prioritize work and adapt quickly to business needs