Call Centre & Operations Support

Job Brief  

We are seeking a highly motivated, detail-oriented, and versatile Call Centre & Operations Support professional to provide customer service and operational support across a fast-paced payments and financial services environment. 

This role combines frontline customer support with back-office operations, reporting, system administration, order management, and dispute resolution. The successful candidate will act as a key link between customers, corporate clients, cardholders, suppliers, and the internal Operations team, ensuring enquiries are resolved efficiently and operational processes run smoothly. 

The role requires someone who is comfortable working across multiple systems, handling sensitive financial information, analysing data, and managing both customer-facing and administrative responsibilities. 

Responsibilities 

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  Call Centre Support: Manage inbound and outbound calls, providing professional, efficient, and empathetic support to customers and cardholders. 

  
  

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  Cardholder Support: Respond to enquiries relating to card activation, balances, transaction declines, fees, and general product information via phone and email. 

  
  

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  Corporate Client Support: Provide B2B support to corporate clients, assisting with programme enquiries, platform troubleshooting, and general operational requirements. 

  
  

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  Ticket Management: Log, track, prioritise, and resolve customer and client support requests through Freshdesk or similar ticketing platforms, ensuring agreed service levels are maintained. 

  
  

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  Chatbot Support: Assist with managing and improving automated chatbot systems to ensure cardholder enquiries receive accurate and useful responses. 

  
  

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  Programme Set-Up: Support the Operations team with the set-up of new programmes and supplier arrangements. 

  
  

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  Order Management: Monitor and track card orders and shipments, proactively following up on delays, delivery issues, and exceptions. 

  
  

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  Documentation & SOPs: Prepare and maintain internal and external training materials, FAQs, and Standard Operating Procedures to support staff onboarding and customer self-service. 

  
  

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  Operational Reporting: Compile regular reports covering support volumes, resolution times, system performance, and other operational metrics. 

  
  

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  Data Analysis: Analyse transaction activity, cardholder behaviour, loading histories, and usage patterns to identify trends and operational issues. 

  
  

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  Excel Reporting: Use advanced Excel functions to reconcile datasets, card balances, and transaction files, including VLOOKUP/XLOOKUP, IF statements, pivot tables, and data-cleaning techniques. 

  
  

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  AI & Automation: Identify opportunities to use AI and automation to improve operational efficiency and reduce manual processes. 

  
  

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  Dispute Management: Manage cardholder chargebacks and disputes from initial investigation through to resolution in accordance with relevant Visa requirements and internal policies. 

  
  

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  Transaction Investigation: Review transaction logs, gather supporting documentation, liaise with relevant partners, and investigate unauthorised transactions and merchant disputes. 

  
  

Requirements 

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  Minimum 2–3 years' experience in customer support, call centre operations, financial operations, or a similar role.  

  
  

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  Previous experience within fintech, banking, payments, or financial services is highly regarded.  

  
  

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  Experience handling customer or corporate support enquiries across phone and email.  

  
  

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  Previous experience with Visa dispute management, card disputes, digital support, or token support is highly advantageous.  

  
  

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  Strong practical knowledge of Microsoft Excel, including formulas, pivot tables, data reconciliation, and data cleaning.  

  
  

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  Experience using Freshdesk, Zendesk, or a similar enterprise ticketing system.  

  
  

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  Familiarity with prepaid cards, digital wallets, payment gateways, or similar financial products is advantageous.  

  
  

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  Excellent written and verbal English communication skills, with the ability to explain technical or financial information clearly.  

  
  

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  Strong analytical and problem-solving skills, particularly when investigating transaction discrepancies and disputes.  

  
  

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  High attention to detail when working with financial and customer data.  

  
  

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  Ability to manage high-volume workloads, prioritise competing tasks, and move confidently between customer-facing and back-office responsibilities.  

  
  

Software Proficiency 

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  Ticketing Systems – Freshdesk, Zendesk, or similar 

  
  

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  Data Analysis – Microsoft Excel, including VLOOKUP/XLOOKUP, IF statements, pivot tables, and data cleaning 

  
  

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  Productivity Tools – Microsoft Office 365 

  
  

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  AI & Automation Tools – AI tools for workflow automation and process improvement 

  
  

Education 

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  Bachelor's Degree in Business Administration, Finance, Accounting, Information Technology, or a related field. 

  
  

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  Relevant professional experience in customer support, financial operations, fintech, banking, or payments will also be highly regarded. 

  
  

Personal Attributes 

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  Customer-focused with a professional, patient, and empathetic approach to client and cardholder interactions.  

  
  

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  Highly analytical with a strong eye for detail and accuracy.  

  
  

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  Calm and composed when handling difficult customer issues, financial disputes, or high-volume workloads.  

  
  

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  Adaptable and comfortable moving between customer service, operational, and analytical responsibilities.  

  
  

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  Proactive and solutions-focused, with a willingness to identify opportunities to improve processes.  

  
  

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  Highly organised with strong prioritisation and time management skills.  

  
  

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  Reliable and accountable, with a strong commitment to resolving issues and following tasks through to completion.  

  
  

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  Comfortable working with sensitive financial and customer information with discretion and professionalism. 

  
  

Time Zone: Australian Business Hours 

Applicant Location: Must be located in the Philippines 

About Outdesk  

At Outdesk, our mission is to bridge the gap between exceptional talent in the Philippines and the dynamic business needs of our clients in Australia. We are committed to delivering bespoke recruitment and comprehensive employment solutions that foster long-term success for both our clients and staff. 

Employee Benefits  

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  Paid Leave  

  
  

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  13th Month Pay  

  
  

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  SSS  

  
  

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  Philhealth  

  
  

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  Pag-Ibig   

  
  

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  BIR  

  
  

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  HMO