Customer Service & Operations Executive | Hybrid | Makati | Mid Shift
Emapta
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Benefits offered by this job
Job summary
Join Emapta in Makati as a Customer Service & Operations Executive, a pivotal hybrid role blending on-site and remote work. You will handle multichannel customer and marketplace support for a UK-based home services marketplace, coordinating with housekeepers and tradespeople to ensure reliable service.
The position rewards long-term career growth and ongoing professional development. Expect a mid-shift schedule (3:00 PM–12:00 AM) with three days on-site at PNB Building, Makati, and two days from
Qualifications
- At least 5 years of customer service experience with long tenure
- Experience in chat, email, and voice support
- Experience supporting two-sided marketplaces with disputes, bookings, rescheduling and retention
- Promotions to SME/QA trainer or team lead shows career progression
Responsibilities
- Provide multichannel customer and marketplace support via live chat, email and phone
- Resolve critical issues, including scheduling, access, and disputes between customers and Housekeepers
- Update Housekeeper schedules and arrange replacements to maintain service continuity
- Identify recurring issues and propose long-term improvements to service quality and efficiency
- Manage cases from first contact to resolution and support payment concerns
Skills
Tools
Job description
Bring your customer service expertise to the forefront of Britain's expanding digital home services market. Join Emapta as a Customer Service & Operations Executive and become part of an ambitious business transforming household convenience through technology and exceptional experiences. Contribute to customer confidence, marketplace growth, and industry innovation while advancing your international career alongside a community of top 1% talent.
- Employment type: Full-time
- Shift: Mid Shift | 3:00 PM to 12:00 AM (may change depending on business needs)
- Shifting Days Off
- Work setup: Hybrid (3 days a week onsite and 2 days WFH) | PNB Building, Makati
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Hybrid work arrangement
- Prime office location in Makati (easy access to MRT stations, restaurants, and banks)
- Fully customized Emapta laptop with peripherals
- 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 (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
- At least 5 years of customer service experience, with demonstrated long-term employment tenure, including several years with one employer.
- Experience in chat, email, and voice support, preferably in a blended account handling multiple customer conversations simultaneously.
- Experience supporting a two-sided marketplace, such as food delivery, ride-hailing, e-commerce, or holiday rentals, including dispute resolution, booking management, rescheduling, and customer retention (strongly preferred).
- Demonstrated career progression through promotions to roles such as Subject Matter Expert (SME), second-line support, Quality Assurance (QA) specialist, trainer, or team lead.
- Excellent spoken English proficiency, with clear, fluent, and confident verbal communication.
- Excellent written English proficiency, with concise, professional, and engaging communication, accurate grammar, and impeccable spelling.
- Strong interpersonal skills, including active listening, rapport building, empathy, and composure when handling challenging customer situations.
- Strong critical thinking and problem-solving skills, with the ability to resolve complex issues, assess situations beyond standard procedures, and develop effective solutions.
- Proficiency in instant messaging platforms, mobile applications, and customer relationship management (CRM) systems such as Zendesk or similar platforms.
- Commitment to building a long-term career in customer service.
- Motivation to pursue professional growth, career advancement, and continuous skills development.
- Proactive approach to identifying and resolving underlying customer issues rather than simply responding to inquiries or closing support tickets.
- Provide customer service and operational support to customers, Housekeepers, and tradespeople across the marketplace through live chat, email, and phone.
- Resolve urgent service disruptions, including Housekeeper unavailability for scheduled appointments.
- Assist customers with urgent property access issues, including lockouts.
- Mediate disputes and resolve service-related concerns between customers and Housekeepers.
- Update Housekeeper work schedules and availability to maintain accurate service records.
- Identify and arrange replacement Housekeepers for customers who require alternative service providers.
- Coordinate appointment changes, service reschedules, and booking adjustments to maintain service continuity.
- Investigate and resolve payment concerns to ensure accurate transactions and efficient marketplace operations.
- Address customer dissatisfaction, manage sensitive conversations, and implement effective service recovery strategies to prevent cancellations.
- Assist Housekeepers with performance concerns, service quality improvements, and customer experience enhancement.
- Manage customer and marketplace support cases from initial contact through successful resolution.
- Identify recurring service issues, operational inefficiencies, and underlying problems, and recommend long-term solutions to improve service quality and operational efficiency.
Our client is a UK-based technology-driven home services marketplace revolutionizing how households access professional cleaning and property maintenance services. Through their innovative digital platform, they connect customers with vetted cleaners, housekeepers, gardeners, and skilled tradespeople. Their services include regular housekeeping, one-off cleaning, deep cleaning, and household repairs. With flexible scheduling, secure cashless payments, and seamless booking management, our client simplifies home maintenance while empowering service professionals with opportunities and delivering reliable, convenient, high-quality experiences to households across the United Kingdom.
Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.
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