Customer Service Specialist

Be the Voice Behind Reliable Service and Support

Our client is a renowned family-owned company in Electrical & Electronic Manufacturing, established in 1965 in Sydney. They have grown from a small warehouse into a global operation with 10 sales and distribution centers across Australia and New Zealand, plus advanced manufacturing and NATA-accredited quality control facilities in China and Sydney. Known for innovation, quality, and operational excellence, they have built a strong reputation delivering reliable products, making them a trusted leader and an inspiring team to join.

Your Role

Be part of our client's team as a Customer Service Specialist, providing support through inquiries, order management, and technical assistance. You'll ensure customer satisfaction, maintain accurate records, troubleshoot issues, and collaborate with teams to deliver smooth, high-quality service every day.

Role Snapshot

Employment type: Full Time

Shift: Day Shift, Weekends Off

Work setup: Onsite, Makati

Perks that Support Your Life and Career

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• 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 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

What You Bring to the Role

• 1 to 5 years of experience in customer service or a related field, preferably in a remote or outsourced environment
• Excellent communication skills, both written and verbal, with strong command of English
• Proficiency in using customer support software, CRM systems, and other relevant tools
• Strong problem-solving skills with the ability to think critically and analytically
• Empathetic and patient demeanor with a genuine desire to help customers
• Ability to work independently with minimal supervision and as part of a team in a fast-paced environment
• Flexibility to work non-traditional hours, including evenings, weekends, and holidays, as needed

Your Daily Impact

Customer Support

• Handle incoming customer inquiries and provide comprehensive assistance via phone, email, and live chat
• Address customer concerns, complaints, and inquiries with professionalism and empathy
• Utilize company resources and knowledge base to resolve customer issues efficiently and effectively

Order Management

• Process customer orders, cancellations, and returns promptly and accurately
• Coordinate with relevant departments to ensure timely order fulfillment and shipment
• Maintain accurate records of customer interactions and order details in the CRM system

Technical Assistance

• Assist customers with troubleshooting technical issues related to products and services
• Escalate complex technical issues to the appropriate department for further investigation and resolution
• Provide clear and concise instructions to help customers resolve technical issues independently whenever possible

Product Knowledge

• Develop a deep understanding of products and services to provide accurate and relevant information
• Stay updated on product updates, new features, and troubleshooting procedures
• Provide feedback to the product development team based on customer inquiries and feedback

Quality Assurance

• Adhere to company guidelines and policies when interacting with customers and handling sensitive information
• Ensure compliance with service level agreements (SLAs) and quality standards for customer support
• Participate in ongoing training and quality assurance initiatives to continuously improve performance and service delivery

Documentation and Reporting

• Maintain detailed records of customer interactions, including issues raised, solutions provided, and follow-up actions taken
• Generate reports on customer support metrics, such as response times, resolution rates, and customer satisfaction scores
• Identify trends and patterns in customer inquiries to proactively address common issues and improve overall support efficiency

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 solid foundation and professionals passionate about making an impact. We empower your success with opportunities for both personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra