Customer Service Representative

Deliver Exceptional Support and Leave a Lasting Customer Impression

Welcome to the BPO landscape, where each call and chat is an opportunity to shine. Resolve issues, delight customers, and build expertise while maintaining a pace that protects your personal time. Here, professional growth and personal well-being move together, creating a career you can sustain and enjoy.

Your Role

Be part of our client's team as a Customer Service Representative, where you'll engage with customers, resolve inquiries, document interactions, and escalate issues when needed. You'll deliver solutions with professionalism and empathy, handle high-volume interactions efficiently, and ensure each customer experience is accurate, positive, and satisfying.

Career Snapshot

Employment type: Full-time

Shift: Night Shift

Work setup: Onsite, Ortigas

Perks That Matter

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, 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 )
• 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

Who We're Looking For

• Open to candidates with a high school diploma or college undergraduates

Mandatory:

• At least 6 months of experience in a BPO environment (Telco experience is a great advantage)
• Experience working US night shifts
• Ability to work in an on-site environment
• English proficiency at B2 level or higher, both spoken and written
• Amenable to onsite interviews
• Confident navigating multiple computer systems and applications
• Able to multitask efficiently across screens, tools, and tasks
• Reliable, punctual, and detail-oriented
• Polite, professional, and customer-focused in all interactions
• Able to maintain accuracy and focus in high-volume, repetitive work environments
• Familiar with basic troubleshooting and ticketing systems (preferred)

What You'll Do

• Meet or exceed contractual Key Performance Indicators (KPIs) for service delivery
• Communicate clearly and empathetically with customers to understand needs and provide accurate resolutions
• Deliver high-quality service using available resources to resolve customer issues
• Ensure customer issues are resolved to satisfaction
• Resolve customer concerns during first contact (First Contact Resolution)
• Document all customer interactions and resolutions accurately
• Troubleshoot basic issues related to connectivity, account errors, or service disruptions
• Escalate unresolved or complex issues to specialized teams following standard procedures
• Stay up to date on products, services, and company policies
• Participate in training programs and development opportunities
• Minimize customer wait times and resolve queries quickly
• Handle escalations and challenging situations professionally and respectfully
• Perform other duties as required

About Our Client

Our client is a leading nearshore outsourcing and offshoring consulting company specializing in comprehensive BPO and contact center solutions. They provide customer service, technical support, sales, and back-office operations across industries such as telecommunications, healthcare, finance, retail, and travel. With a strong focus on quality, innovation, and employee well-being, they deliver exceptional service while fostering professional growth.

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 offers stability, competitive compensation, and global career opportunities. Work with international clients in a culture built on collaboration and innovation. Thrive with world-class support, meaningful development, and an inclusive community that empowers your success.

Apply now and be part of the #EmaptaEra