Junior Customer Support Associate

About Electronic Transfer and Advance Processing Inc. (eTap Inc.)

Founded in 2015, Philippine-based company engaged in providing Financial Technology Service Country’s leading manufacturer, operator, and developer of Custom Self-Service Transaction Machines & Payments Systems. Leading the market with the spirit of ingenuity, collaboration, and customer-centric focus. Continuously innovating machines and payments systems for leading telecoms, digital banks, and payment aggregator companies. Spurring impactful financial inclusion that enhance the prosperity of our communities

Join eTap Inc.

Work in a forward-thinking, innovative company shaping the future of financial services. Make a tangible difference in the lives of many. Be part of a company passionate about technology, collaboration, and making an impact on society

What the Junior Customer Support Associate Looks Forward to Doing Well

As a Junior Customer Support Associate, you will serve as the frontline of our Customer Service Desk, providing timely and accurate first-level support to customers across multiple channels.

You will play a key role in ensuring smooth customer experiences by resolving concerns, verifying transaction details, and maintaining accurate records of all reported issues.

Your success will be measured by response time, resolution accuracy, customer satisfaction, and adherence to service standards and security protocols.

What You Will Do

Customer Support Operations

• Provide first-level resolution to customer concerns within defined response and closure time targets
• Ensure timely handling of inquiries to maintain excellent customer experience
• Encode and manage customer issues through Freshdesk (FD) and other official support systems
• Monitor and meet performance targets for first response and issue closure times

Transaction Verification & Handling

• Gather and validate transaction details such as mobile number, kiosk location, merchant/biller, transaction amount, date/time, receipt photo, and concern details
• Verify information accuracy before proceeding with resolution or corrective actions
• Handle MySukli-related concerns, including advisory sending and assistance in claiming transactions

Customer Communication & Engagement

• Provide proactive updates to customers regarding the status of their concerns
• Respond to inquiries across official channels to de-escalate issues and ensure clarity
• Send notifications for failed, cancelled, or excess cash transactions
• Encourage customers to provide feedback and reviews on official platforms
• Assist in addressing customer feedback, including review-related concerns

Documentation & Compliance

• Maintain accurate records of all customer interactions and transactions
• Ensure proper use of ticketing systems and documentation of all cases
• Follow eTap’s safety, security, and information security protocols at all times

Why You Should Join Us

• Competitive compensation and benefits package
• Opportunity to work in a fast-growing fintech company
• Exposure to customer service operations and fintech systems
• Career growth in a structured yet innovative environment
• Hands-on experience with real-time customer support operations

Why You Shouldn’t

• If you prefer minimal customer interaction, this role is highly customer-facing
• If you are not comfortable working with strict response and resolution time targets, this may not be ideal
• If attention to detail and documentation work is not your strength, this role may feel challenging
• If you are not comfortable handling multiple systems and real-time concerns, this may not fit your working style

Who We’re Looking For

• Preferably an IT graduate, or a Bachelor’s degree holder in any related field.
• At least 1 months of experience in customer service or related roles is preferred
• Strong communication and customer service skills
• Excellent attention to detail and problem-solving ability
• Ability to multitask and work in a fast-paced environment
• Comfortable using ticketing systems and digital communication tools
• Strong patience, empathy, and customer-handling skills
• Basic understanding of systems (Windows/Linux) is an advantage
• Integrity and commitment to service quality and security compliance

Join the Revolution: Be Part of eTap Inc.!

Are you ready to step into a world where technology meets innovation, and every day is an adventure? At eTap Inc., we’re not just another fintech company, we're trailblazers on a mission to transform the financial landscape in the Philippines!