Customer Service Agent

Apcopay is seeking to recruit a Customer Service Agent within the Company’s Operational team.

The Position

Based in Malta and reporting to the Head of Business Operations, the selected candidate will play a vital role in supporting merchants, facilitating onboarding processes with banks and providers, and maintaining strong relationships by offering guidance on Apcopay’s services and solutions. Responsibilities include responding to customer inquiries via phone, e-mail, or chat, troubleshooting payment or account issues, investigating transaction discrepancies, and collaborating with internal teams to ensure seamless operations. The role requires active participation in improving customer service processes, staying updated on industry best practices, as well as attending team meetings and training sessions to enhance knowledge and service quality.

The Company

Apcopay, orchestrated by Synthesis, is a Single Layer Payments Orchestration Platform, that has been supporting merchants since 2004. It provides a unified, all-in-one solution, offering over 40 acquiring banks and 240+ payment options, processing 100 currencies for over 1200 merchants in 25 countries and connecting through a range of payment methods, including options such as Visa, Mastercard, American Express, Union Pay, Apple Pay, and Google Pay.

The Requirements

The ideal candidate should possess strong interpersonal and communication skills. Fluency in English is required whilst knowledge of other languages would be considered an asset. The role calls for experience in customer service or support roles, preferably in finance, banking, or payments. Familiarity with payment systems, gateways, basic API concepts, CRM software, and KYC protocols is advantageous. The role demands excellent time management, attention to detail, problem-solving abilities, and a commitment to providing exceptional customer service.

What We Offer

A remuneration package commensurate to the applicant’s experience and ability to display aptitude shall be offered to the right candidate. Additional benefits include but are not limited to health insurance, on-site gym, employee wellness benefit, employee assistance programme, flexible working conditions, scholastic sponsorships, and opportunities to obtain industry certifications, amongst others.

Whilst working with us, you will enjoy:

• The culture – We believe in bringing people together to share their skills, creativity, and ideas. We lead with curiosity and nurture a culture which is caring, sharing, and daring.

• The people – you will work closely with talented leaders and teams – people who are humble, passionate, and creative, people you can be proud to work with.

• The mindset – we embrace change and growth through confidence and are not afraid to try new things.

• The opportunities – we invest in training and developing our teams and encourage career progression not only within Apcopay but also within Harvest Technology plc, our holding Company.

Apcopay is an equal opportunity employer that values diversity. We are committed to fostering an inclusive space where all employees are valued and respected. Applications will be treated in the strictest confidence.