Customer Service Representative | Onsite | Baguio | Night Shift | Day 1 HMO

Power Better Shopping Experiences Through Every Customer Conversation

Turn every customer conversation into a reason to shop again. Join Emapta as a Customer Service Representative, strengthening satisfaction, loyalty, and retention across the global eCommerce industry. Solve real customer needs across digital channels, gain international retail exposure, and build a long-term global career designed for Emapta's top 1% talent.

Your Career Snapshot

• Employment Type: Full-time
• Shift: Night Shift, Consecutive Days Off
• Work Setup: Onsite, Baguio

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Prime office location in Baguio (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Required Qualifications

• High school diploma or equivalent; college education preferred
• 1 to 3 years of customer service experience, preferably in a BPO, eCommerce, retail, or online support environment
• Excellent verbal and written English communication skills
• Strong interpersonal and customer service skills
• Strong multitasking skills and ability to work effectively in a fast-paced environment
• Strong problem-solving and decision-making abilities
• Proficiency in Microsoft Office applications and web-based systems
• Ability to work independently and collaborate effectively within a team

Preferred Qualifications

• Experience supporting eCommerce platforms and online retail operations
• Familiarity with CRM, ticketing, or customer support software
• Experience providing phone, email, and chat support
• Strong attention to detail and organizational skills

Your Daily Tasks

Customer Support

• Respond promptly and professionally to customer inquiries through phone, email, chat, and other communication channels
• Provide accurate information about products, services, orders, billing, and account-related concerns
• Resolve customer issues efficiently while delivering a positive customer experience
• Escalate complex concerns to the appropriate department when necessary

Order & Account Management

• Assist customers with order placement, modifications, cancellations, returns, and other account-related requests
• Monitor, update, and maintain accurate customer accounts, order information, and customer records
• Process customer requests according to company policies and procedures

Issue Resolution

• Investigate and troubleshoot customer concerns to identify appropriate solutions
• Follow up on unresolved issues to ensure timely resolution
• Document all customer interactions accurately within company systems

Quality & Compliance

• Adhere to company policies, procedures, service standards, and data confidentiality requirements
• Meet established productivity, quality, and customer satisfaction standards

Team Collaboration

• Collaborate with internal departments to resolve customer concerns and improve service delivery
• Participate in team meetings, training sessions, and continuous improvement initiatives
• Share feedback and recommendations to enhance the customer experience and operational efficiency

Key Performance Indicators (KPIs)

• Achieve Customer Satisfaction (CSAT) targets
• Meet response time, resolution time, and First Contact Resolution (FCR) targets
• Maintain Quality Assurance (QA) scores
• Meet productivity, case volume, attendance, and schedule adherence targets
• Support customer retention and overall service quality objectives

About the Client

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