Customer Service Representative

Your Voice, Their Solution

Turn every customer interaction into a moment of trust, clarity, and satisfaction.

Here at Emapta, we connect Filipino talent to global opportunities. We take pride in helping skilled professionals in customer service thrive while representing world-class brands. With us, you'll enjoy a stable career, professional growth, and an environment that values your skills. In this role, you'll work with international clients, make a real impact, and build meaningful relationships with customers. If you're ready to grow your career while being part of a supportive and passionate team, this is where you'll make it happen.

Job Description

As a Customer Service Representative, you will be the front line of communication-resolving inquiries, delivering exceptional service, and ensuring every customer feels valued. You'll handle concerns, troubleshoot issues, and provide solutions while meeting performance goals in a fast-paced environment.

Job Overview

Employment type: Full-time

Shift: Night shift

Work setup: Onsite, SM Megatower, Ortigas

The Qualifications We Seek

• Open to candidates with a high school diploma or those who are college undergraduates
• Minimum of 6 months' experience in:
• Telecommunications (Telco)
• Working on a US shift
• Onsite work environment
• Amenable to onsite interviews
• Available to start by September 1 (urgent hiring need)
• English proficiency at B2 level or higher, both spoken and written
• 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)

Exciting Perks Await

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Prime office location in SM Megatower (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

Your Daily Tasks

• Meet or exceed contractual Key Performance Indicators (KPIs) for service delivery
• Communicate clearly and empathetically with customers to understand their 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 the first interaction (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

Why We Stand Out Among the Rest

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

#EmaptaEra