Customer Service Representative | Onsite | Earn PHP23.5K

Empowering Customer Connections with World-Class Service

Our client is more than just a contact center-it's a success story built on resilience, innovation, and people-first values. Founded in 2008 with only 35 employees, they have grown into a powerhouse of 700+ professionals across multiple hubs in the Dominican Republic. Specializing in customer experience, technical support, sales, and back-office solutions for industries from telecom to healthcare, They set themselves apart with a culture of excellence, adaptability, and integrity-making them a premier employer in outsourcing.

Job Description

As a Customer Service Representative, you'll handle voice interactions with empathy and efficiency, resolving customer concerns, documenting interactions, and escalating when needed. You'll be the first point of contact for support while maintaining professionalism and focus in a fast-paced, high-volume environment.

Job Overview

Employment type: Full-time

Shift: Night shift, Weekends off

Work setup: Onsite, Megatower Ortigas

Salary: PHP 23,500

Exciting Perks Await

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Prime office location at Megatower, Ortigas (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 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

• Open to candidates with a high school diploma or those who are college undergraduates

Mandatory:

• At least 6 months of experience in a BPO environment (Telco experience is a great advantage)
• Experience working the US night shift
• Ability to work in an on-site environment
• English proficiency at B2 level or higher, both spoken and written
• Amenable to onsite interviews
• Confident navigating multiple computer systems and applications
• Able to multitask efficiently across screens, tools, and tasks
• Reliable, punctual, and detail-oriented
• Polite, professional, and customer-focused in all interactions
• Able to maintain accuracy and focus in high-volume, repetitive work environments
• Familiar with basic troubleshooting and ticketing systems (preferred)

Your Daily Tasks

• Meet or exceed contractual Key Performance Indicators (KPIs) for service delivery
• Communicate clearly and empathetically with customers to understand their needs and provide accurate resolutions
• Deliver high-quality service using available resources to resolve customer issues
• Ensure customer issues are resolved to satisfaction
• Resolve customer concerns during the first interaction (First Contact Resolution)
• Document all customer interactions and resolutions accurately
• Troubleshoot basic issues related to connectivity, account errors, or service disruptions
• Escalate unresolved or complex issues to specialized teams following standard procedures
• Stay up to date on products, services, and company policies
• Participate in training programs and development opportunities
• Minimize customer wait times and resolve queries quickly
• Handle escalations and challenging situations professionally and respectfully
• Perform other duties as required

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