We are looking for a detail-oriented and customer-focused Payment Support Agent to join our BPO team. The role involves assisting customers with payment-related concerns, processing inquiries, resolving billing issues, and providing accurate information while maintaining a high level of service quality. The ideal candidate has strong communication skills, problem-solving abilities, and the ability to handle sensitive financial information with professionalism and confidentiality.

Key Responsibilities

  • Handle customer inquiries related to payments, billing, invoices, refunds, and account transactions through phone, email, chat, or other support channels.
  • Assist customers with payment processing concerns, including failed transactions, declined payments, duplicate charges, and payment verification.
  • Review customer accounts and transaction details to identify and resolve payment discrepancies.
  • Provide clear explanations regarding billing policies, payment procedures, and account information.
  • Process refunds, payment adjustments, and other approved financial requests according to company guidelines.
  • Escalate complex payment issues to the appropriate teams for further investigation and resolution.
  • Document all customer interactions, payment cases, and resolutions accurately in internal systems.
  • Follow data privacy, security, and compliance requirements when handling customer financial information.
  • Meet performance targets related to customer satisfaction, accuracy, quality, and productivity.

Qualifications

  • High school diploma, college level, or equivalent work experience
  • Previous experience in a BPO, customer service, banking, billing, or payment support role is preferred.
  • Excellent verbal and written communication skills.
  • Strong attention to detail and ability to analyze transaction information.
  • Ability to handle customer concerns professionally and empathetically.
  • Comfortable using computers, customer support tools, and multiple applications.
  • Willingness to work rotating shifts, weekends, holidays, and on-site work arrangement.

Preferred Skills

  • Experience handling payment gateways, digital wallets, credit/debit card transactions, or billing platforms.
  • Knowledge of fraud prevention and payment security practices.
  • Strong problem-solving and decision-making skills.
  • Ability to multitask in a fast-paced customer support environment.