Customer Service Representative | WFH | Night Shift | Day 1 HMO | Up to PHP35K

Deliver World-Class Hospitality-Right From Home

Your passion for service can make every guest feel right at home. Join a team where your empathy, communication, and professionalism turn every interaction into an unforgettable experience. Here's your chance to build a global career in hospitality without leaving home. Work with international guests, enhance your service expertise, and play a key role in redefining customer experience-showcasing Filipino warmth and excellence on a global scale.

Job Description

As a Customer Service Representative, you'll deliver exceptional guest support through calls, emails, texts, and video chat. You'll ensure seamless guest experiences, handle escalations, process payments, and collaborate with property teams to uphold high service standards across international hospitality operations.

Job Overview

Employment type: Full-time

Shift: Night Shift, Weekends Off

Work setup: Permanent WFH

Salary: PHP 30,000 - PHP 35,000

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• 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 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 discretion (including 5 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 2 years of BPO experience.
• High school diploma or equivalent.
• Previous experience in customer service, hospitality, or related field.
• Excellent communication skills, both verbal and written.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Proficiency in Microsoft Office Suite; experience with hospitality management systems preferred.
• Ability to work independently and collaboratively.
• Flexible schedule, including evenings, weekends, and holidays when required.
• Reliable internet connection and home office setup for remote work.
• Must embody our Community Norms: We Own It, We Make It Better, and We Treat People Right.

Your Daily Tasks

• Respond promptly and professionally to guest inquiries via email, text, phone, and video chat.
• Support after-hours and staff-less properties through calls and video assistance.
• Proactively collect valid payment methods, post incidentals, and process payments accurately.
• Close open balances and ensure all guest accounts are up to date.
• Verify guest information before check-in to ensure a smooth arrival process.
• Monitor and manage OTA reservations and communications to ensure accuracy and compliance.
• Collaborate with team members to resolve guest issues efficiently.
• Ensure guests listed under "Do Not Rent" are restricted from check-in.
• Answer inquiries in property support channels to ensure adherence to SOPs.
• Provide detailed shift notes at the end of each shift for OSO and property teams.
• Work on tickets requiring manual handling (e.g., early check-ins, room upgrades, parking requests).
• Assist in relocating guests when hotels are overbooked.
• Perform other duties as assigned to support smooth guest operations.

About the Client

Crafting Stays That Feel Like Home

Our client is a leader in the modern hospitality industry, offering guests the perfect balance between the comfort of home and the luxury of a hotel. With a growing portfolio of innovative, tech-enabled properties across the U.S., they are redefining the travel experience-one stay at a time. Passionate about community, innovation, and guest satisfaction, they create meaningful stays that make people feel connected wherever they go.

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