Community & Business Support Assistant | Permanent WFH | Day Shift

Be the voice, heart, and energy behind a growing pet-care community.

Turn everyday interactions into meaningful moments that shape a global pet-care brand. This role lets you build a meaningful international opportunity in the pet-care industry while making your mark through customer connection, operational excellence, and community engagement. Step into a future-focused role where your impact reaches beyond boundaries.

Job Description

As a Community & Business Support Assistant, you'll drive sales and customer engagement, manage multi-channel communication, support operations and marketing workflows, and assist with administrative and PA tasks. This role blends customer service, business support, and project coordination to help elevate an international pet-care brand.

Job Overview

Employment type: Full-time

Shift: Day Shift (Tuesday to Saturday), Consecutive Off

Work setup: Permanent WFH

Exciting Perks Await

• Competitive Salary Package
• Permanent WFH arrangement
• HMO coverage with free dependent upon regularization
• Day shift schedule
• 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 (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
• 20 annual leaves to use 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

Work Experience

• More than 2 years of experience in Customer Service & Office Management with an Australian business
• Experience managing multi-channel communication across WhatsApp, social media inboxes, email, and phone
• Proven experience in sales, outbound calling, booking conversion, or appointment setting
• Experience supporting Marketing or cross-functional teams with project coordination (advantageous)

Education & Computer Skills

• Qualified in Business Administration or related field
• High level of computer proficiency and ability to learn new systems quickly
• Ability to maintain filing systems, shared drives, master sheets, and operational documents
• Experience with customer service tools (e.g., Gorgias) highly regarded
• Experience with AI-assisted workflows, automations, chatbot flows, or process optimization is a bonus

Writing Skills

• Must be fluent in English with strong writing ability
• Will be writing on behalf of the company

Organizational & Interpersonal Skills

• Must be a proficient English speaker and writer
• Extremely organized with the ability to manage multiple projects in a fast-paced, deadline-driven environment
• Excellent attention to detail
• Able to work autonomously and show initiative; a self-starter
• Quick learner; able to pick things up easily
• Reliable, accountable, and takes pride in work while accepting direction
• Ability to adapt to new systems easily
• Must be an animal lover
• Team player

Your Daily Tasks

Sales via WhatsApp & Outbound Calling - 20%

• Drive sales for The Fur Dental (priority) and support The Fur Salon
• Conduct outbound calls to convert leads and recover missed bookings
• Maintain accurate conversion notes and action weekly call lists
• Upsell add-ons/services when appropriate
• Support cross-location booking optimization

Consumer Community Management & Customer Service - 20%

• Manage inbound enquiries across WhatsApp, social media, Gorgias, phone, email, SMS, and Live Chat
• Convert enquiries into confirmed bookings within 24 hours
• Handle customer complaints professionally and on brand
• Respond to reviews across Google, Product Review, and retailer platforms
• Deliver weekly CS insights and monthly service reporting
• Assist in training team members on tone, systems, and service standards

Operations Support - 20%

• Support The Fur Dental primarily, plus The Fur Salon and Rufus & Coco
• Manage weekly rosters and maintain 0% out-of-stock levels
• Track expenditure and maintain budget sheets
• Maintain equipment logs, issue sheets, team info, and Playbook updates
• Assist with recruitment, communications, training, recognition programs, and events
• Liaise with suppliers and participate in weekly L10 meetings

Marketing Traffic, Retail Support & Project Coordination - 25%

• Provide daily marketing support across campaigns and projects
• Respond to retailer enquiries and marketing inboxes
• Track projects and manage follow-ups with internal teams and agencies
• Coordinate approvals for assets, packaging, POS, and campaign content
• Maintain marketing calendars, trackers, WIPs, and documentation
• Assist in preparing campaign reports and performance summaries
• Support improvements in communication workflows
• Capture and share weekly customer insights

PA Support to CEO - 10%

• Provide administrative support to the CEO via the PA
• Conduct research and compile findings
• Organize meetings, events, logistics, and documentation
• Purchase business/personal items as needed
• Arrange CEO travel and manage communications
• Assist with personal admin for CEO and family

Admin, Logistics & Business Support - 5%

• Manage courier bookings, deliveries, and signage logistics
• Coordinate travel and transport bookings
• Maintain filing systems and administrative records
• Assist all departments with ad hoc operational tasks

About the Client

Pet care meets passion and purpose.

Our client is a beloved Australian pet-care brand dedicated to delivering innovative, high-quality products and services that help pets live healthier, happier lives. With a strong community following and a commitment to excellence, our client continues to elevate the industry through trusted care, modern solutions, and a customer-first philosophy across multiple business units.

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 offers stability, global opportunities, and a work culture built on collaboration and innovation. Grow your career alongside international clients and supportive colleagues who are passionate about making an impact. We empower your success through continuous learning, meaningful work, and an inclusive environment. Apply now and be part of the #EmaptaEra