Job Title: Customer Service Representative Inbound Support (ANZ Payments & POS) Level 1
About the Company
We are a leading electronic payments company serving customers across Australia and New Zealand, specializing in prepaid products, alternative payment solutions (Alipay+, WeChat Pay, China UnionPay), BNPL offerings, digital gift cards, and products in gaming, software, and transport. Our mission is to simplify and secure payment experiences across the region.
Role Overview
As a Level 1 Call Center Agent, you will be the first point of contact for AU/NZ customers reaching out via inbound calls, email, and chat. You'll provide expert support across our suite of payment products and services, including troubleshooting POS terminals, handling credit enquiries, coordinating swap-outs for faulty devices, and managing account administration tasks such as updates, resets, and access support. This role supports a 24x7 operation, so shift work may be required. You will report directly to the Team Lead.
Key Responsibilities
- Handle inbound customer inquiries from Australia and New Zealand via phone, email, and chat with professionalism and empathy.
- Provide technical support for payment terminals and POS systems used in AU/NZ retail environments.
- Assist with credit and transaction enquiries, including dispute resolution and transactional support for prepaid, BNPL, and gift card products.
- Coordinate swap-outs and replacements for malfunctioning devices.
- Educate customers on prepaid products, BNPL options, and alternative payment methods relevant to AU/NZ markets.
- Support customer queries related to gaming credits, software licenses, and transport-related payment services.
- Perform account administration tasks such as password resets, account updates, and access troubleshooting.
- Document interactions and resolutions accurately in the CRM system.
- Escalate complex issues to Tier 2 support or relevant departments.
- Meet or exceed KPIs including Average Handling Time (AHTM), First Contact Resolution (FCR), and Customer Satisfaction (CSAT).
Qualifications
- Previous experience in a call center or customer service role (at least 2 years experience).
- Familiarity with electronic payments, POS systems, or fintech products is highly desirable.
- Strong communication skills in English (verbal and written), with cultural awareness of AU/NZ customer expectations.
- Tech-savvy with the ability to troubleshoot basic hardware/software issues.
- Ability to multitask and work in a fast-paced, shift-based environment.
- Located in or willing to relocate to Makati City, Manila.
- Preferrably Bachelor's Degree holder of any course or at least completed 2 years in college.
What We Offer
- Competitive salary and performance incentives.
- Training and development in fintech and payment technologies.
- A collaborative and inclusive work culture.
- Opportunities for career growth within a rapidly expanding company.
