Customer Care Representative (Contact Center - TH/ENG)

At Omise, we believe the digitalization of the economy has opened up the world and offers endless opportunities to grow and make meaningful connections with one another. Omise connects people, businesses and society in innovative ways to provide fair and open access to a growing economic ecosystem under its vision of enabling access to the digital economy for everyone. We are on a mission to make digital finance seamless and borderless for people and businesses. Our solutions are used by thousands of companies worldwide including Toyota, ByteDance, ICBC, SCB, True, Allianz Ayudhya, McDonald’s, BMW, King Power and Pomelo. We are obsessed with solving financial coordination problems and developing new business models and technology that enable businesses to grow. We focus on addressing financial complexities and chokepoints by offering seamless and borderless solutions for our customers because we want them to focus on their core business and value proposition. As a value-driven organization, we are dedicated to selecting and retaining the sharpest minds across all functions. Help us make digital finance seamless and borderless for people and businesses. Why we need you Outstanding service for all stakeholders participating in Omise experience is at the heart of our operations. This philosophy applies from the very first touchpoint when Omise potential customers (interested merchants) reach out to us until their customers (cardholders and paying users) make payment through Omise. This position is the first impression of outstanding service experience for every stakeholder in every moment they are in contact with Omise. What you will be doing Be the face and frontline of Omise Service team responding to inquiries and requests submitted to Contact Center and other public support channels. Deliver customers and stakeholders happiness through impactful responses that are made promptly and meaningfully. Learn, clarify and understand that the customer and stakeholder needs to keep accurate records of inquiries for an immediate response as well as for a permanent resolution at a later stage. Pick up incoming calls and make outbound calls to ensure responses to requests meet Service Level Agreement (SLA) for all service types. Coordinate with Service Operations team and Technical Service team to address customer issues with tailor-made approach for optimum answer and resolution. Assist merchant onboarding process to provide outstanding experience to merchants from day one of service Champion the connectedness of Omise outstanding service principles: “Respond to requests”, “Tailor-made assistance”, “Enhance insights” and “Expedite automation”. Contribute input needed for continual service improvement to Service and Operations improvement team. You Must speak fluent Thai and be able to communicate effectively written and spoken English Must be able to work shifts (Day Shift / Night Shift) including weekends Have customer first mindset Have ability to phrase financial terminology into common language for non-technical audience Have practical experience in payment service environment is an advantage Are a team player who can work across boundaries Are self-motivated and can develop required knowledge and skills through self-learning Are willing to go above and beyond to ensure users and/or stakeholders have outstanding payment and payment acceptance experience through Omise How to apply If you liked what you read and believe to be up for the challenge, we'd be pleased to welcome you to the recruitment process for this position. Simply click on apply and submit your contact info. Afterward, this will happen next: The hiring team will review your application 2-3 Interviews with the hiring team, People Operations team and all stakeholders involved in the process Why you’ll love it here Work with other talented, ambitious international colleagues who love their craft A modern and well-equipped work environment Flexible working hours A medical healthcare plan and annual health check-up A friendly bunch of colleagues What we believe in We cultivate teamwork and a trust-based working culture We celebrate diversity and continuous improvement Giving our employees the opportunity and create for their own success About Omise Founded in 2013, 500 people Headquartered in Japan, with operational headquarters in Bangkok and offices in Singapore, Indonesia, Malaysia and Vietnam Raised over $236M of funding to date from institutional investors including SCB10X, SPARX Group Co. Ltd., Toyota Financial Services Corporation, JIC Venture Growth Investments, MUFG Bank, Mars Growth Capital, Ascend Venture Group, and more Won Digital Startup of the Year at Digital Thailand Big Bang 2017 Won Forbes Japan Startup of the Year 2018 Won 3 awards from International Business Magazine Award 2020 Most Innovative Electronic Payment Platform for Singapore Most Innovative Seamless Transactions Provider for Singapore Best Payment Solutions Provider in Singapore Won Mizuho Innovation Award 2022 (Q2) Life at Omise Nearly 500 Omi-squads work from our six office locations as well as remotely from home or co-working spaces. While we are a global company, a lot of our thinking goes into how to solve payment problems at the hyper-local level to help businesses scale and reach their customers. Our core values — simple, real, and beautiful serve as our North Star and are integrated into how we work and the results of our work. At Omise, we empower people to embrace project-ownership and take initiative. We love to see Omi-squads act as the owner of the outcome and confidently provide solutions to each challenge, taking a collaborative teamwork approach. Our fellow Omi-squads are encouraged to discuss and share ideas, and are given the freedom to explore all areas of their work, in order to achieve the expected results. People at Omise are from different backgrounds and together, we contribute to creating an inclusive, friendly, and safe working environment. As a company, we embrace diversity and value open discussions, a learning mindset, professionalism, and respect. “Growing with us” means to celebrate the challenges and to always look for opportunities to learn, develop your skills, and move one step forward each day. If this is the work environment you are looking for, then get in touch with us. We look forward to hearing from you. Omise embraces diversity and nourishes an open and inclusive work environment. We are home to over 27 nationalities and all decisions to hire, promote or discharge are based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other applicable legally protected characteristics. * Discover how Omise prioritizes and protects your privacy and data by clicking HERE to explore our Human Resources privacy policy before you embark on your journey with us.