Senior Customer Agent

Support That Shapes Exceptional Experiences

Lead meaningful customer interactions, solve with confidence, and elevate the support experience in a fast-moving global tech environment.

Ready to take your customer support expertise to a global stage-without leaving home? This role lets you build a global career, create real impact in the IT services space, and make your mark by shaping exceptional customer experiences for international users, all while growing in a future-focused environment.

Job Description

As a Senior Customer Agent, you will serve as the frontline expert for customer support, resolving inquiries, guiding users through solutions, and collaborating with cross-functional teams to continuously improve service quality, efficiency, and customer satisfaction.

Job Overview

Employment type: Full-time

Shift: Day Shift, 9:00 AM - 6:00 PM MNL (Weekends Off)

Work setup: Onsite, Makati

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive salary package
• Prime office location in Makati (easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Fixed weekends off
• Salary Advance Program through our banking partner (eligibility and approval subject to bank assessment; available to account holders with a minimum of 6 months company tenure)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to office gyms (Ortigas and Makati) with a 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 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

• Experience: 3-5+ years in customer service or support roles, preferably in a senior or leadership capacity
• Communication skills: Excellent verbal and written communication, with the ability to handle complex customer issues professionally
• Problem-solving: Strong analytical and troubleshooting skills to resolve escalated cases efficiently
• Technical knowledge: Familiarity with CRM systems (e.g., Salesforce, Zendesk) and proficiency in relevant software tools
• Leadership: Ability to mentor junior agents, provide guidance, and assist in training programs
• Customer-centric mindset: Proven ability to maintain high customer satisfaction and empathy in challenging situations

Your Daily Tasks

• Provide first-line customer support via chat, ticketing systems, and email
• Troubleshoot basic technical issues and escalate complex problems to Tech Support or Engineering when necessary
• Guide customers through self-service resources, FAQs, and troubleshooting steps
• Monitor and respond to customer feedback, ensuring a high level of satisfaction
• Document recurring issues and contribute to improving support processes and knowledge base materials
• Collaborate with cross-functional teams (engineering, product, and tech support) to enhance the overall customer experience
• Track and report key support metrics, identifying trends and areas for improvement

About the Client

Powering productivity through smarter support

Our client is a fast-growing technology company redefining how businesses manage and streamline their workflows. Known for building intelligent, user-centric solutions, they support global teams by simplifying operations, enhancing productivity, and delivering seamless digital experiences. Their culture values innovation, clarity, and customer obsession-making them an exciting organization to grow your expertise and contribute to impactful, real-world solutions.

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