Remote Payments & Customer Support Specialist

Penbrothers International; Makati; Remote; PHP 279,000 - 424,000; Full time

Job summary

Penbrothers International in the Philippines is seeking a Customer Support professional focused on payments and contract administration for our childcare client ecosystem. You will handle inquiries, process payments, and support childminders and parents.

This is a remote role with flexible hours, offering autonomy to troubleshoot, resolve discrepancies, and improve payment workflows while upholding data privacy standards.

Qualifications

• Excellent spoken English with empathetic listening during calls.
• Ability to write natural, unscripted customer communications.
• High autonomy, critical thinking and sound judgment for complex cases.
• Strong numerical accuracy when reviewing invoices and payments.

Responsibilities

• Deliver warm, high-quality customer service via online chat and phone as part of a rotation.
• Handle back-office requests: payment reconciliations, payment requests, and contract requests.
• Update schedules, adjust invoices, and amend app details in internal systems.
• Investigate and resolve complex customer cases such as payment discrepancies or disputes.
• Identify root causes of recurring issues and provide lasting solutions.
• Maintain accurate case notes and adhere to GDPR in all interactions.
• Escalate complex edge cases through proper channels with the team.
• Support newly registered childminders to launch and run their settings.

Skills

Excellent spoken English

Autonomy

Analytical thinking

Numerical accuracy

Clear communicator

Fast learner

Empathy in customer conversations

Tools

Intercom

Airtable

Front

Stripe

Notion

Google Workspace

Job description

Penbrothers International in the Philippines is seeking a Customer Support professional focused on payments and contract administration for our childcare client ecosystem. You will handle inquiries, process payments, and support childminders and parents.

This is a remote role with flexible hours, offering autonomy to troubleshoot, resolve discrepancies, and improve payment workflows while upholding data privacy standards.