Customer Support Representative

Answer the Call. Deliver the Solution.

Be the voice that connects customers to solutions and support in the entrance systems industry. Take your customer service career to the global stage without leaving the Philippines. This role offers the chance to build international experience, deliver solutions that matter, and make your mark in the customer service industry. Step into a future where your skills create real impact.

Job Description

As a Customer Support Representative, you will manage after-hours support, handle urgent service requests, assist with invoicing, and ensure smooth communication between customers and technicians across Australia and New Zealand.

Job Overview

Employment type: Full-time

Shift: Night Shift

Salary: PHP 30,000 to PHP 31,000

Work setup: Temporary WFH, Clark

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Temporary WFH arrangement
• Prime office location in Clark, Pampanga (conveniently accessible by PUVs, with nearby restaurants and banks)
• Fixed weekends off
• 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 )
• 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 on 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

• At least 1-2 years of experience as a CSR
• Previous experience in a customer service role using a related software package
• Advanced MS Excel skills with high speed and accuracy
• Strong general computer knowledge
• Friendly and professional phone manner
• Strong attention to detail

Required Education Level:

• High school diploma or Certificate in Business Administration or Customer Service

Special Competencies Required:

• Excellent time management skills and ability to meet deadlines
• Ability to communicate effectively at all levels
• Ability to solve problems efficiently and assertively with a positive attitude
• Strong ability to multitask

Key Performance Indicators (KPIs):

• Consistent quality of work and strong attention to detail
• Efficient time management and ability to organize and prioritize
• Timely and complete execution of processes according to standards
• Professional presentation and demeanor

Your Daily Tasks

• Manage and support daily customer service activities, specifically during after-hours
• Provide support to both internal and external contacts to increase customer satisfaction
• Take after-hours calls for emergency callout requests and log requests
• Arrange on-call technicians for on-site attendance
• Log requests received via email from BSP service mailboxes
• Provide 24/7 after-hours support for both Australia and New Zealand
• Assist the Billing team with simple PPM job invoicing
• Assist with PMPO data loading for national customers
• Perform other assigned tasks as required

About the Client

Our client is a global leader in entrance systems, specializing in doors, locks, and access solutions that secure and simplify daily life. With a strong commitment to innovation and safety, they serve millions worldwide, delivering reliable products and exceptional service. Joining their team means working with an industry pioneer that values customer trust and operational excellence.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra