Client Success Agent

Building Brands, One Emblem at a Time

Our client is
a global leader in custom branding solutions, producing high-quality emblems and patches for major industries - from sports to fashion to manufacturing.
With advanced production facilities and a strong commitment to innovation, our client helps businesses worldwide bring their brand identities to life through precision, craftsmanship, and world-class customer care.

Job Description

As a
Client Success Agent
, you'll support customers through email, phone, and chat - resolving issues, documenting interactions, and ensuring smooth order processing. Your empathy, communication skills, and technical know-how will help deliver exceptional client experiences that build trust and long-term relationships.

Job Overview

Employment type: Full-time

Shift: Night shift, Weekends Off (10:00 PM - 07:00 AM PH Time)

Work setup: Onsite, Makati

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Prime office location in Makati (Easy access to MRT stations, 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

Core Requirements

• 3 to 5 years of experience
• Extremely strong English-speaking skills (critical and will be thoroughly tested)
• High level of technical savvy and comfort with technology -
  adaptable to websites, CRMs, and new tools like AI
• Ability to respond quickly; "time to response" is critical
• Commitment to answering all phone calls (zero tolerance for call transfers or voicemail)
• Outgoing, friendly, and resilient personality - able to manage escalations and customer concerns
• Communication and Language Skills
• Proficient in reading and comprehending basic instructions, correspondence, and memos
• Excellent verbal and written English communication skills (B2-C2 proficiency level)
• Key Skills
• Clear communication
• Problem-solving
• Attentiveness
• Emotional intelligence
• Writing skills
• Creativity and resourcefulness
• Ability to use positive language
• Time management
• Willingness to learn

Your Daily Tasks

• Primarily handle customer inquiries via email (85-90% of work), with a strong emphasis on quick response times.
• Address a wide range of customer needs including artwork setup, order tracking, placing orders, pricing requests, and resolving quality issues (e.g., entering remakes).
• Answer all incoming phone calls without passing them off or sending them to voicemail.
• Collaborate with leads/managers for weekly coaching, performance grading, and escalating complex or irate customer situations.
• Respond to a high volume of customer communications, primarily via email (85-90% of the time), with a focus on quick response times.
• Handle diverse customer inquiries including assistance with artwork setup, order tracking, placing orders, pricing requests, and resolving quality or product issues by entering remakes.
• Answer all incoming phone calls, ensuring no calls are passed off or sent to voicemail.
• Participate in weekly grading and coaching sessions with a lead or manager, and escalate complex or irate customer situations when necessary.

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