B2C Customer Service Representative | Permanent WFH | Night Shift | PHP28K

Emapta; Metro Manila; Remote; PHP 284,000 - 341,000; Full time

Benefits offered by this job

Competitive Salary Package

Night differential pay

Permanent WFH arrangement

HMO coverage with free dependent

Fixed weekends off

Salary Advance Program

Emapta Academy courses

Gym access with trainer

Lifestyle perks

Employee referral incentives

Government benefits

20 annual leaves

Job summary

Emapta Philippines is hiring a B2C Customer Service Representative for iCash, a Canadian fintech, to support US clients. The role is permanent remote with night shifts, offering growth and global exposure.

You'll handle multichannel support, resolve account and payment issues, and ensure customer satisfaction across chat, email, SMS, and phone. A strong US client service background and reliable WFH experience are essential.

Qualifications

• Minimum of 3 years of customer service experience supporting U.S. clients, with a stable employment history and no more than a 3-month gap in recent employment
• At least 1 year of work-from-home experience in a customer service role
• Proven experience working night shifts
• Hands-on experience providing customer support through email, SMS, and phone channels
• Strong knowledge of customer service best practices
• Excellent written and verbal English communication skills
• Strong problem-solving, analytical, and decision-making abilities
• Ability to navigate multiple systems and communication platforms efficiently
• Customer-focused, adaptable, and able to perform effectively in a fast-paced environment
• Collaborative team player with a willingness to learn and grow

Responsibilities

• Provide exceptional multichannel customer support through live chat, email, SMS, and phone channels
• Research inquiries, follow up with customers, identify needs, and prioritize accordingly
• Respond to inquiries regarding the application process and status
• Provide technical assistance and resolve issues related to mobile apps and websites
• Acknowledge, investigate, and resolve complex customer complaints following policy
• Post customer payments accurately to accounts and process balance adjustments

Skills

US client exp

WFH experience

Night shift

English proficiency

Problem solving

Multi-system access

Team player

Customer focus

Job description

Bring Proven US Customer Service Expertise to Canadian Fintech

iCash is a fast-growing Canadian digital lending provider making short-term financial support more accessible through technology. Its online platform enables customers to apply anytime, receive rapid lending decisions, complete secure digital agreements, and access funds quickly through e-Transfer. Supported by responsive customer service and digital tools that simplify account management, iCash continues to strengthen its position in Canada's fintech sector by combining speed, convenience, transparency, and a customer-first experience.

About the Role

Digital financial services move quickly, and exceptional customer support makes that speed meaningful. As a B2C Customer Service Representative, you'll use your US client experience to resolve inquiries, address account and payment concerns, and support customers across multiple channels for iCash, a Canadian provider delivering accessible financial services through technology. Bring proven WFH and night-shift experience to Emapta and gain permanent remote flexibility, international career exposure, continuous development, and the stability to grow for the long term.

Your Global Customer Service Career at a Glance

• Employment Type: Full-time
• Shift: Night Shift (Monday to Friday, 9:00 AM-6:00 PM EST), Consecutive Days Off
• Work Setup: Permanent Work From Home
• Salary: PHP 28,000

The Qualifications We Seek

• Minimum of 3 years of customer service experience supporting U.S. clients, with a stable employment history and no more than a 3-month gap in recent employment
• At least 1 year of work-from-home experience in a customer service role
• Proven experience working night shifts
• Hands-on experience providing customer support through email, SMS, and phone channels
• Strong knowledge of customer service best practices
• Excellent written and verbal English communication skills
• Strong problem-solving, analytical, and decision-making abilities
• Ability to navigate multiple systems and communication platforms efficiently
• Customer-focused, adaptable, and able to perform effectively in a fast-paced environment
• Collaborative team player with a willingness to learn and grow

Your Daily Tasks

Multichannel Customer Support

• Provide exceptional customer support through live chat, email, SMS, and phone channels.
• Conduct in-depth research, follow up with customers, identify customer needs, and assign appropriate priority levels.
• Respond to inquiries regarding the application process and application status.

Technical Support & Complaint Resolution

• Provide technical assistance and resolve issues related to mobile applications and websites.
• Acknowledge, investigate, and resolve complex customer complaints.
• Follow established policies, procedures, and service standards.

Account & Payment Management

• Post customer payments accurately to customer accounts.
• Process balance adjustments accurately on customer accounts.

Performance & Quality

• Achieve established performance goals and quality expectations.

Additional Responsibilities

• Perform other duties and responsibilities as assigned by the supervisor or manager.

Exciting Perks Await!

• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• HMO coverage with free dependent upon regularization
• 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: https://emapta.com/training-calendar/)
• 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 own discretion
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.