CSR / Account Specialist (ePayment account)

TDCX Malaysia; Metro Manila; On-site; PHP 279,000 - 502,000; Full time

Job summary

TDCX is hiring an Account Specialist for its ePayment account in a busy, multi-channel support environment. You will handle phone, chat, and email inquiries, ensuring accurate data, validating merchant details, and upholding quality standards.

The role requires strong English proficiency (CEFR C2), 2+ years in BPO/fintech contexts, and the ability to work rotational shifts including weekends. You’ll collaborate across teams to deliver excellent service.

Qualifications

• CEFR C2 level English or higher.
• Experience in Financial, Banking, or Fintech industries.
• At least 2 years in BPO or contact center environments.
• Experience in underwriting and cash-flow/credit analyses.
• Familiarity with consumer or small business lending reviews.
• Detail-oriented with ability to spot discrepancies.
• Proven customer-facing experience across channels.
• Willing to rotate between teams to support needs.
• Able to work rotational shifts including weekends.

Responsibilities

• Provide an excellent support experience to E-payment users via phone, chat, and email.
• Identify and document inaccuracies that need intervention and follow up.
• Verify required details for processing and validate merchant identity.
• Check internal/external data to confirm information and eligibility.
• Investigate merchant website items against account details.
• Determine if businesses are supportable, prohibited, or need changes.
• Advocate for users and share best practices with the team.
• Establish strong working relationships with team members and users.
• Support ISO9001 and ISO18295-1 Quality Management System initiatives.

Skills

CEFR C2 English

Fintech experience

BPO experience

Multichannel support

Detail-oriented

Job description

CSR / Account Specialist (ePayment account)

As an Account Specialist, you will be working with our ePayment Account to deliver #happier

customer experience. E-payment allows users, from fledgling start-ups to Fortune 500 companies

to accept payments to power their businesses. Support has always been at the core of

E-payment and, as the company expands globally; your work will help provide the highest

quality of support to new and existing users. Most of the time you’ll communicate with users via

multiple channels including phone, chat, and email. E-payment users can ask tough questions.

You’ll need to be willing to spend time paying individual attention to users, carefully researching

their issues and asking for help from the rest of the team when you need it

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Provision of an excellent support experience to E-payment users via phone, chat, and email
• Always be on the lookout for ways to improve the way we do things
• Verify all required details have been submitted with application for processing.
• Examine and validate the identity of the merchant to ensure the information submitted is valid.
• Perform checks in internal and external databases to verify information provided and confirm supportability of the merchant.
• Identify and document inaccuracies which raise red flags that require intervention and follow up with the merchant.
• Investigate and compare the items sold on the merchant’s website to information provided on the account, such as product description, merchant industry, and charges.
• Identify businesses as supportable, prohibited, or in need of small changes to their business model.
• Advocate for users and pass ideas and best practices on to the rest of the team
• Establish effective working relationships with team members and E-payment users
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO 18295-1 Quality Management System of TDCX

Who are we looking for?

• Candidates must have language skills at a minimum CEFR C2 mastery level or higher.
• Preferably with experience in the Financial, Banking, or Fintech industry.
• At least 2 years of experience in the BPO or contact center environment.
• Experience in underwriting, conducting business cash-flow and credit analyses.
• Familiarity with financial reviews for consumer or small business lending or credit.
• Detail-oriented with the ability to identify discrepancies in information from multiple sources.
• Proven experience in customer-facing roles (e.g., B2B, B2C, or contact centers) with expertise in multi-channel support (email, phone, chat).
• Open to transitioning between teams to support evolving business needs.
• Must be willing to work rotational shifts, including weekends

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

TDCX’s smart, scalable approach - driven by innovation and operational precision - positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Your application will include the following questions:

• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a BPO Agent?
• Are you willing to relocate for this role?

What can I earn as an Account Specialist