Customer Service Agents

PingPong Payments; Makati; On-site; PHP 335,000 - 469,000; Full time

Job summary

PingPong Payments in Makati, Philippines is seeking Customer Service Agents to handle inquiries via email and chat, ensuring timely and professional responses and accurate information.

You will learn cross-border payment knowledge, record interactions, escalate issues when needed, and work with the team to improve service quality while maintaining empathy with customers. Fluency in English and a local language is required.

Qualifications

• 1–3 years of solid customer service experience, with hands‑on experience supporting portfolio clients or self‑service users at international fintech companies.
• Hands‑on experience in cross-border payment customer service is preferred.
• Proficient in online customer service channels including email and live chat support; able to accurately capture customer needs and assess complex business issues.
• Strong empathy and excellent communication skills, capable of calming emotional customers and properly resolving complaints.
• Meticulous working attitude and good team spirit; able to organize customer interaction records and feedback to support service optimization and customer research initiatives.
• Fluent command of English and the local language to handle all customer communications and business scenarios.

Responsibilities

• Respond to customer inquiries via online channels (email, chat, etc.) in a timely and professional manner
• Identify customer needs and provide accurate information or solutions
• Escalate complex issues to relevant departments when necessary
• Maintain records of customer interactions and feedback
• Collaborate with team members to improve service quality
• Conduct customer research or surveys to gather insights and identify areas for improvement
• De-escalate upset or frustrated customers with empathy and effective communication, ensuring calm and positive resolutions

Skills

Customer service

Cross-border payments

Empathy

Job description

Customer Service Agents

• Respond to customer inquiries via online channels (email, chat, etc.) in a timely and professional manner


• Quickly learn cross-border payment knowledge and PingPong system operations


• Identify customer needs and provide accurate information or solutions


• Escalate complex issues to relevant departments when necessary


• Maintain records of customer interactions and feedback


• Collaborate with team members to improve service quality


• Conduct customer research or surveys to gather insights and identify areas for improvement


• De-escalate upset or frustrated customers with empathy and effective communication, ensuring calm and positive resolutions

Job Requirements:

• 1–3 years of solid customer service experience, with hands‑on experience supporting portfolio clients or self‑service users at international fintech companies.


• Hands‑on experience in cross-border payment customer service is preferred.


• Proficient in online customer service channels including email and live chat support; able to accurately capture customer needs and assess complex business issues.


• Strong empathy and excellent communication skills, capable of calming emotional customers and properly resolving complaints.


• Meticulous working attitude and good team spirit; able to organize customer interaction records and feedback to support service optimization and customer research initiatives.


• Fluent command of English and the local language to handle all customer communications and business scenarios.