Senior Officer, Customer Support – Marketplace

**Company Description** The Agricultural and Rural Development Bank (ARDB), established in 1998, is a public enterprise licensed to operate as a banking institution in Cambodia. ARDB's core mandate is to support the government's economic development policies in the agricultural sector by providing financing to all key stakeholders across the value chain. The bank focuses on creating linkages among value chain participants to enhance value creation and drive socio-economic development. ARDB plays a critical role in addressing gaps in financial services in rural areas, contributing to poverty reduction and improved living standards for rural Cambodian communities. The organization offers a mission-driven environment for professionals interested in sustainable development and inclusive finance.

**Role Description** The Senior Officer, Customer Support -- Marketplace is a full-time, on-site role based in Phnom Penh, Cambodia. This position is responsible for providing high-quality customer support to marketplace users, including farmers, agribusinesses, and other value chain stakeholders, through phone, email, and in-person channels. The role involves resolving customer inquiries and issues, guiding users through marketplace features, and ensuring positive customer experiences and satisfaction. The Senior Officer will analyze customer feedback, identify recurring issues, coordinate with technical and product teams, and recommend improvements to marketplace operations. Additional responsibilities include maintaining accurate customer records, preparing support reports, supporting training or onboarding sessions for new marketplace users, and adhering to ARDB's policies, service standards, and compliance requirements.

**Qualifications**

* Strong customer-facing skills in Customer Support and Customer Service, with a focus on building trust and long-term relationships.
* Demonstrated ability to drive Customer Satisfaction through proactive issue resolution and clear communication.
* Solid Analytical Skills to interpret customer data, identify trends, and propose practical solutions and process improvements.
* Experience in Technical Support, including troubleshooting marketplace or digital platform issues and coordinating with IT teams.
* Excellent verbal and written communication skills in English; proficiency in Khmer is highly preferred.
* Prior experience in banking, fintech, or agriculture-related services is an advantage, especially in customer-facing or marketplace roles.
* Bachelor's degree in Business, Finance, Information Technology, or a related field, or equivalent practical experience.
* Strong organizational skills, attention to detail, and ability to manage multiple support requests in a fast-paced environment.
* Commitment to ethical conduct, inclusivity, and ARDB's mission of rural and agricultural development.