Customer Service Represetative

EURONET TECHNOLOGY SERVICES, INC.; Makati; On-site; PHP 280,000 - 380,000; Full time

Job summary

EURONET TECHNOLOGY SERVICES, INC. is seeking a Level 1 Call Center Agent for inbound support across AU/NZ payments and POS products. You will handle calls, emails, and chat, troubleshoot devices, assist with credit queries, and coordinate replacements in a 24x7 environment.

You will report to the Team Lead and must communicate clearly in English, with a customer‑centric approach and the ability to work in a fast-paced shift-based role from Makati City.

Qualifications

• 1–2 years in a call center or customer service role.
• Familiarity with electronic payments, POS systems, or fintech products is highly desirable.
• Strong English communication skills (verbal and written) with AU/NZ awareness.
• Tech‑savvy with ability to troubleshoot basic hardware/software issues.
• Located in or willing to relocate to Makati City, Manila.

Responsibilities

• Handle inbound inquiries from AU/NZ via phone, email, and chat with professionalism.
• Provide technical support for payment terminals and POS systems used in AU/NZ environments.
• Assist with credit and transaction enquiries, including dispute resolution and prepaid products.
• Coordinate swap‑outs and replacements for malfunctioning devices.
• Educate customers on prepaid products, BNPL options, and alternative payments relevant to AU/NZ markets.
• Support account administration tasks: password resets, 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 like AHT, FCR, and CSAT.

Skills

Customer service

English communication

Tech-savvy

Tools

POS systems

CRM systems

Job description

Job Title: Call Center Agent – Inbound Support (ANZ Payments & POS)

Employment Type: Full-Time

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 (1–2 years preferred).
• 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.