Customer Service Rep II Email - US | Onsite | Ortigas | Night Shift

Emapta; Mandaluyong; On-site; PHP 446,000 - 625,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Competitive salary package

Night differential pay

Onsite office in Ortigas

Fixed weekends off

Salary advance program

Upskilling via Emapta Academy

Gym access 24/7

Lifestyle perks

Referral incentives

Government & Emapta benefits

20 annual leaves (5 cash convertible)

Mentorship & global exposure

Job summary

Emapta is seeking a Customer Service Rep II Email - US to resolve product, order, delivery, and service needs across the U.S. rehabilitation and healthcare industry. This full-time, onsite role in Ortigas offers night shift and weekend-off scheduling, with strong growth in a global environment.

You will handle inbound/outbound emails, learn new tools quickly, and contribute to customer satisfaction using MS Office and data-entry skills. Training and benefits are provided by Emapta.

Qualifications

• High school diploma or equivalent.
• 2–3 years of experience in a customer service role.
• Ability to quickly learn and apply new concepts and technologies.
• Excellent computer and data entry skills.
• Proficiency in Microsoft Office (Word and Excel).
• Proficiency in internet-based tools and applications.
• Excellent written and verbal communication skills.
• Excellent customer service and problem-solving skills.
• Knowledge of rehabilitation or medical equipment preferred.

Responsibilities

• Respond promptly and appropriately to all inbound emails and calls to meet customer needs.
• Send outbound emails to prospective and existing customers and internal departments to resolve issues.
• Interpret and communicate company policies, product descriptions, and pricing accurately to customers.
• Process returns, credits, adjustments, and related records as required.
• Handle product and service claims, special orders, and customer requests.
• Provide delivery timelines and costs and investigate delays.

Skills

Customer service

Data entry

MS Office (Word/Excel)

Written & verbal communication

Problem solving

Learning new concepts

Education

High school diploma or equivalent

Tools

Internet-based tools

Job description

Turn Every Inbox Into a Better Path to Recovery

Give every message the power to move care forward. As a Customer Service Rep II Email - US, you'll solve product, order, delivery, and service needs across the U.S. rehabilitation and healthcare industry. Turn customer service expertise into international experience and advance your global career with Emapta.

Your Career Snapshot

• Employment Type: Full-time
• Shift: Night Shift, Weekends Off
• Work Setup: Onsite, SM Mega Tower, Ortigas

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Prime office location in 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: 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

The Qualifications We Seek

• High school diploma or equivalent
• 2 to 3 years of experience in a customer service role
• Ability to quickly learn and apply new concepts and technologies
• Excellent computer and data entry skills
• Proficiency in Microsoft Office, including Word and Excel
• Proficiency in internet-based tools and applications
• Excellent written and verbal communication skills
• Excellent customer service and problem-solving skills
• Knowledge of rehabilitation or medical equipment, preferred

Required Competencies

Executes on Strategic Direction

• Support strategic initiatives with team members, employees, vendors, and customers
• Identify and proactively address opportunities, issues, and obstacles
• Adapt to changing priorities to support organizational success
• Collaborate effectively with others to achieve business objectives

Energizes the Organization

• Act in ways that support organizational vision, purpose, and values
• Demonstrate the courage to approach challenges in new ways
• Support organizational direction and priorities while encouraging others to do the same
• Take initiative and act proactively
• Help others navigate change and build confidence in successful outcomes
• Share knowledge, experience, and expertise with others

Drives & Delivers Results

• Align performance with business goals by committing to action and establishing clear priorities
• Involve others to support the successful completion of team goals
• Collaborate across the organization to optimize resources and share best practices
• Hold self and others accountable for completing tasks while considering all affected areas
• Contribute new ideas and approaches
• Model high-quality performance and outcomes
• Consistently meet or exceed performance expectations
• Interpret data to anticipate problems, elevate concerns appropriately, make decisions, and mitigate or avoid risks

Builds Organizational Capabilities

• Pursue continuous learning and improvement by exploring opportunities for growth
• Support talent recruitment and serve as an organizational ambassador to prospective and new employees
• Establish and maintain trusting relationships through effective awareness of emotions, behaviors, and workplace dynamics
• Apply self-awareness to manage personal responses and reactions effectively
• Maintain broad awareness of internal and external factors that affect the role

Your Daily Tasks

• Respond promptly and appropriately to all inbound emails and calls, when necessary, to meet customer needs
• Send outbound emails to prospective and existing customers, vendors, and internal departments to resolve issues
• Interpret and communicate company policies, product descriptions, and pricing accurately to customers
• Process returns, credits, adjustments, correspondence, adjustment logs, and inventory case management requirements
• Handle product and service claims, special orders, and customer requests
• Provide approximate delivery timelines and costs to customers and investigate delivery delays
• Coordinate tracing procedures for lost orders and shipments and process related claims
• Route bids, original purchase orders, and Amazon or EDI issues to the appropriate teams
• Handle customer correspondence promptly, accurately, and professionally
• Inform customers of available specials and promotions as instructed
• Submit orders for literature requests
• Respond to customer inquiries via email in a clear, professional, and timely manner
• Troubleshoot product, service, and order issues and provide appropriate solutions
• Escalate complex issues to the appropriate internal teams and ensure proper follow-through
• Maintain detailed records of customer interactions in Freshdesk and NetSuite
• Identify trends in customer feedback proactively and report recurring issues to the supervisor
• Complete special assignments as required

About the Client

Our client is a leading global rehabilitation and consumer healthcare solutions provider with more than 70 years of industry expertise. They manufacture and distribute products that support physical therapy, rehabilitation, sports medicine, mobility, recovery, and wellness. Their extensive portfolio serves healthcare professionals, clinics, rehabilitation facilities, and individuals with solutions for exercise therapy, hand therapy, daily living, fall prevention, and clinical care. They combine trusted healthcare brands, product innovation, clinical expertise, and responsive service to help improve patient outcomes and everyday performance.

Join the Top 1% Talent. A better career. A better life.

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 2025 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.