Payment Customer Service Agent

You will play a key part in ensuring a smooth and reliable experience across our payment platform.

• Provide customer support by handling inquiries related to account issues and transactions through message and chat channels; ensure timely, accurate, and professional responses at all times.
• Assist in investigating and resolving transaction issues including failed payments, delayed credits, refunds, and other payment-related concerns; coordinate with internal teams (Operations, Finance, Tech) to drive resolution.
• Coordinate with merchants and payment partners to follow up on outstanding issues, provide status updates, and ensure smooth day-to-day payment operations.
• Accurately log and document all customer interactions, issue details, and resolution steps in the internal system.
• Escalate complex or unresolved cases to the appropriate team or supervisor in a timely manner.
• Monitor and respond to merchant queries regarding settlement, transaction status, and platform usage.
• Support shift handover by preparing clear and complete case summaries for the incoming team.
• Adhere to all company SOPs, communication standards, and data privacy protocols when handling customer information.

• Completed at least 2 years of college education; Bachelor's degree preferred.
• Fresh graduates are welcome to apply; prior experience in customer service, BPO, or a payments/fintech environment is an advantage.
• Good written communication skills in English; ability to compose clear and professional responses under time pressure.
• Basic proficiency in Microsoft Office or Google Workspace.
• Comfortable working in a 24/7 rotating shift environment, including weekends and public holidays.
• Customer-oriented mindset with patience, empathy, and a problem-solving attitude.
• Able to work independently and as part of a team in a fast-paced operations environment.
• Familiarity with payment systems, e-wallets, or online banking is a plus but not required.

Working Hours

9 hours per shift, inclusive of 1-hour meal break

Fixed Overtime

3 hours per day

Rest Days

Rotational — assigned by schedule

Public Holidays

Required to work on Philippine national holidays on a rotational basis; holiday pay applies per DOLE regulations

Total Estimated Monthly ₱35,000