Customer Service Representative

Job Type: Full-time

Location: Onsite | Mandaluyong City

About Us

Skybridge Payment Inc., also known as SKYPAY, is a fast-growing FinTech company dedicated to transforming digital payments and enabling seamless financial transactions for businesses and consumers. We build secure, reliable, and innovative payment solutions that support financial inclusion across the Philippines and beyond.

At SKYPAY, we foster a culture of learning, collaboration, and excellence—empowering our people to grow while delivering outstanding customer experiences.

About the Role

We are seeking a Customer Service Representative to support our growing digital payments ecosystem. This role focuses on assisting customers with inquiries, resolving transaction-related concerns, and ensuring timely, accurate, and high-quality support across multiple communication channels.

You will play a critical role in maintaining customer satisfaction, meeting service-level agreements (SLAs), and contributing to the overall reliability of SKYPAY's payment services.

Key Responsibilities

• Customer Support: Respond to customer inquiries via email, chat, and phone in a timely and professional manner, ensuring adherence to defined SLAs.
• Ticket Management: Track, prioritize, and resolve support tickets based on urgency and impact using ticketing or helpdesk systems.
• Issue Resolution: Troubleshoot transaction issues, payment failures, account discrepancies, and basic system-related concerns.
• First-Contact Resolution: Maintain high first-contact resolution rates to enhance customer satisfaction and reduce repeat inquiries.
• Performance Monitoring: Monitor and report key service metrics such as response time, resolution time, ticket volume, and customer satisfaction scores (CSAT/NPS).
• Documentation: Accurately document customer interactions, resolutions, and follow-ups to ensure proper record-keeping and reporting.
• Collaboration: Work closely with internal teams (Operations, Compliance, and Technical Support) to escalate and resolve complex issues.
• Compliance & Security: Maintain strict adherence to data privacy, security standards, and internal policies when handling customer information.
• Continuous Learning: Stay updated on SkyPay products, payment systems, software updates, and new features to provide accurate support.

Qualifications

Education

• Bachelor's degree in Business, Finance, Information Technology, Computer Science, or a related field.
• Fresh graduates are welcome to apply. Relevant coursework or internships in payments, finance, e-commerce, or customer service are an advantage.
• Strong interest in digital payments, fintech, or customer support operations.

Experience

• Prior experience in customer service, support, or client-facing roles is a plus, including internships or part-time work.
• Exposure to fintech, payments, banking, or e-commerce operations is advantageous but not required.
• Experience handling customer inquiries, troubleshooting issues, or managing complaints is beneficial.
• Familiarity with ticketing systems or communication platforms is a plus.
• Ability to work effectively in a fast-paced, team-oriented environment.

Technical & Job-Specific Skills

• Excellent verbal and written communication skills in English and Filipino.
• Basic understanding of payment processing, digital wallets, POS systems, or online transactions.
• Familiarity with financial regulations, PCI compliance, or KYC/AML processes is an advantage.
• Proficiency in ticketing systems or helpdesk software.
• Strong typing, data entry, and documentation skills.
• Comfortable handling multi-channel communication (email, chat, and phone).
• Basic knowledge of Google Sheets or reporting tools for tracking and analyzing queries.
• Fast learner with the ability to adapt to new payment service provider (PSP) systems and tools.

Additional Competencies

• Positive attitude with a strong desire to learn and grow in the fintech and payments industry.
• Strong multitasking and time-management skills while maintaining high-quality service.
• High attention to detail and commitment to data privacy, confidentiality, and security standards.

Benefits & Perks

• Competitive salary package — your skills are valued here
• Annual salary increase — grow with us, and get rewarded for it
• Allowances — includes meals, clothing, and other essentials
• HMO coverage upon regularization — with the option to enroll dependents
• Paid leaves — sick leave, vacation leave, and more for when you need a break (unused SL can be converted to cash)
• Training and development support — we invest in your growth
• Supportive and inclusive team culture — where your voice matters
• Employee engagement events — team building, company dinners, charity drives, and an epic year-end party
• Career advancement — real opportunities to grow in a fast-growing FinTech company

Job Types: Full-time, Permanent, Fresh graduate

Pay: Php22, Php30,000.00 per month

Benefits:

• Company events
• Health insurance
• Paid training
• Pay raise
• Promotion to permanent employee

Work Location: In person