Intake Admin

Connect, coordinate, and create smoother client experiences on a global stage.

Be the bridge between customer needs and world-class solutions-one inquiry at a time. Be part of an international team that values empathy, accuracy, and impact-helping clients around the world while maintaining balance and fulfillment right where you are. This is your chance to make your mark in meaningful, people-centered work.

Job Description

As an Intake Admin, you'll serve as the first line of support-responding to customer inquiries, gathering key details, and triaging issues for efficient resolution. This role blends communication, problem-solving, and collaboration to deliver excellent service and ensure seamless client experiences.

Job Overview

Employment type: Full-time

Shift: Night shift, Weekends Off

Work setup: Permanent Work From Home

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 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

• 2 to 4 years of experience in customer service or a support role is preferred.
• Strong verbal and written communication skills in English, as it is the primary language used in support operations.
• Ability to manage multiple tasks and prioritize effectively.
• Familiarity with helpdesk systems is a plus, particularly Zendesk, which is our primary support platform.
• A collaborative mindset with a focus on continuous learning and improvement.

Your Daily Tasks

Customer interaction & support

• Respond to incoming customer inquiries via phone, email, and online chat in a professional and courteous manner.
• Serve as the initial contact for technical support, gathering relevant information to determine the best course of action.
• Provide clear and accurate information about the company's products, policies, and procedures.

Product knowledge

• Maintain a foundational understanding of the company's products and services.
• Stay informed about product updates and improvements to provide current information to customers.

Issue triage & problem solving

• Analyze and classify customer issues to determine priority and appropriate support paths.
• Resolve basic issues independently and escalate more complex cases to specialist teams as needed.
• Identify recurring customer concerns and share insights with the broader team to support continuous improvement.

Team collaboration

• Work closely with teammates, technical experts, and leadership to ensure seamless customer support.
• Participate in team meetings, training, and knowledge-sharing initiatives to remain aligned and informed.

Administrative duties

• Accurately document all customer interactions, issues, and resolutions in the support system.
• Ensure customer records are up to date and follow standard operating procedures for case handling.

Communication

• Practice active listening and empathy when engaging with customers.
• Maintain a professional, patient, and friendly tone at all times.
• Clearly document and communicate relevant case details to internal stakeholders.

About the Client

Our client is a trusted U.S.-based financial services provider helping businesses manage portfolios and client interactions with precision and care. They specialize in providing tailored solutions through advanced systems and expert communication, ensuring every customer interaction is handled with efficiency, empathy, and excellence.

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