Universal Agent

Be the Voice of Excellence in Every Interaction

Deliver world-class service experiences that drive customer satisfaction and loyalty across global industries. Join a growing team that connects customers worldwide through exceptional service and seamless communication. As part of a global brand in the BPO industry, you'll handle diverse inquiries, solve challenges in real time, and help redefine customer experience-all while growing your global career without leaving home.

Job Description

As a Universal Agent, you will handle inbound customer inquiries, deliver accurate information, and provide timely solutions to ensure every interaction ends with satisfaction. You'll manage accounts across multiple services, maintain professionalism under pressure, and contribute to improving the overall customer experience.

Job OverviewEmployment type: Full-time

Shift: Shifting Schedule

Work setup: Onsite - Ortigas

Exciting Perks Await

• Competitive Salary Package
• Prime office location in Ortigas (easy access to MRT stations, restaurants, and banks)
• HMO coverage with free dependent upon regularization
• 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 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

• At least 6 months of customer service experience in the BPO industry
• Excellent verbal and written communication skills, with the ability to coordinate effectively across teams
• High levels of computer literacy and data entry proficiency
• Proven experience in customer service operations with professionalism and efficiency
• Strong professional attitude and commitment to maintaining service standards
• Ability to perform assigned duties accurately and efficiently under supervision
• Strong analytical and problem-solving skills
• Enthusiastic team player with initiative, logical thinking, and common sense
• Ability to stay calm and make sound decisions under pressure
• Excellent organizational and prioritization skills
• Professionalism in representing the company and upholding its trust and values
• Understanding of internal and external business environments
• Commitment to personal development and collaboration for shared success

Core Values Demonstrated:

• People First * Resilience * Integrity * Daring * Passion

Your Daily Tasks

Position Overview:

• Deliver exceptional customer service by handling inbound inquiries from various account types, including casual, perm, and subscription-based customers
• Provide prompt and accurate assistance to address customer concerns efficiently and professionally
• Handle multiple tasks, resolve issues quickly, and maintain a positive experience across all communication channels

Responsibilities:

• Answer all incoming phone calls and provide first-line customer support with a high standard of service
• Assist perm account holders with inquiries, complaints, and account changes; escalate payment-related issues as needed
• Support subscription account holders with inquiries and requests for changes
• Provide accurate information on car park rates, entry conditions, locations, and online purchase options
• Manage the full case lifecycle and ensure resolution within the specified service level agreements (SLAs)
• Review and process approved refund requests for casual parkers promptly
• Issue monetary refunds for perm and subscription account holders
• Input customer and inquiry details accurately by following approved workflows and ensuring compliance with internal processes

About the Client

Our client, Secure Parking, is a global leader in the parking solutions industry, managing over a million parking spaces across key cities worldwide. Through advanced technology and ISO-certified operations, they deliver efficient, secure, and innovative parking services to major commercial centers, hospitals, airports, and corporate facilities. With a focus on customer experience and operational excellence, they continue to transform urban mobility and drive the future of smart parking.

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