Customer Service Representative

Emapta Global; Mandaluyong; On-site; PHP 691,000 - 827,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Night differential pay

Office gyms access

Training academy

Salary advance program

Exclusive lifestyle perks

Job summary

Emapta Philippines is hiring a Customer Service Representative to handle a high-volume campaign onsite at SM Megatower, Ortigas. The role requires excellent communication and the ability to navigate multiple systems, with email support cross-training.

You’ll join a pioneer team with early exposure to evolving processes, mentoring, and a strong culture of learning and growth. Night shifts and comprehensive benefits are included.

Qualifications

• High school diploma or equivalent.
• At least 3 years of BPO customer service experience handling a high-volume call campaign.
• Proven experience handling a minimum of 60 customer calls per day.

Responsibilities

• Respond promptly to inbound calls and emails, providing accurate and professional customer assistance.
• Complete outbound follow-ups with customers, vendors, and business partners as required.
• Explain relevant policies, service information, processes, and procedures clearly and accurately.
• Process returns, credits, claims, requests, and other customer transactions in line with established procedures.
• Investigate order, service, delivery, and account concerns and coordinate appropriate resolutions.

Skills

High-volume calls

Customer service

Email support

Multi-system usage

Education

High school diploma

Tools

Microsoft Word

Microsoft Excel

Job description

Exceptional Communication for High-Volume International Customer Support

Strong customer service professionals know how to deliver when demand is high. Bring your BPO expertise to Emapta as a Customer Service Representative, handling 60+ daily calls, working confidently across multiple systems, and expanding your capabilities through email support cross-training. As part of a pioneer team, you'll gain early exposure to evolving processes and contribute to establishing strong service standards as operations grow. Emapta gives Top 1% talent a Top 1% experience through international exposure, continuous development, stability, and meaningful long-term career opportunities.

Snapshot

• Employment Type: Full-time
• Work Setup: Onsite, Ortigas (SM Megatower)
• Salary: Up to PHP 68,000
• Pioneer team opportunity with early growth exposure
• 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)
• 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 on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

Qualifications

Required Education & Experience

• High school diploma or equivalent
• At least 3 years of BPO customer service experience handling a high-volume call campaign
• Proven experience handling a minimum of 60 customer calls per day

Requirements

• Excellent written and verbal communication skills, with the ability to communicate clearly, confidently, and professionally with customers
• Strong customer service skills with the ability to handle inquiries, resolve concerns, and maintain a positive customer experience in a high-volume environment
• Confidence using and navigating multiple systems simultaneously while assisting customers
• Excellent computer and data entry skills
• Proficiency in Microsoft Word, Microsoft Excel, and internet applications
• Ability to quickly learn new concepts, processes, systems, and technologies
• Willingness to be cross-trained and provide email customer support as required
• Willingness to work the night shift
• Willingness to work onsite at SM Megatower, Ortigas

Preferred

• Experience supporting product-based or technical customer service environments

Executes on Strategic Direction

• Proactively identifies issues, opportunities, and obstacles while supporting initiatives involving colleagues, vendors, and customers
• Adapts quickly to changing priorities and business needs while maintaining focus on shared objectives
• Collaborates effectively across teams to support successful execution

Energizes the Organization

• Demonstrates commitment to organizational values, priorities, and continuous improvement
• Shows initiative in recognizing needs, exploring better approaches, and taking appropriate action
• Shares knowledge, supports colleagues through change, and contributes positively to team performance

Drives and Delivers Results

• Takes accountability for assigned goals, priorities, and expected outcomes
• Consistently delivers high-quality work while meeting productivity and performance expectations
• Uses sound judgment to interpret information, anticipate issues, escalate concerns, and make informed decisions
• Contributes ideas and practical solutions that improve team effectiveness and customer outcomes

Builds Organizational Capabilities

• Demonstrates a strong commitment to learning, professional growth, and continuous improvement
• Builds trusted professional relationships through strong interpersonal skills and professionalism
• Applies emotional intelligence and self-awareness when managing workplace interactions and responses
• Maintains awareness of internal and external factors that may affect customers, teams, and business priorities

Responsibilities

• Respond promptly to inbound calls and emails, providing accurate and professional customer assistance
• Complete outbound follow-ups with customers, vendors, and business partners as required
• Explain relevant policies, service information, processes, and procedures clearly and accurately
• Process returns, credits, claims, requests, and other customer transactions in line with established procedures
• Investigate order, service, delivery, and account concerns and coordinate appropriate resolutions
• Track outstanding requests and follow through on delayed, missing, or unresolved cases
• Enter customer orders and requests accurately and efficiently
• Send customer and internal correspondence using approved templates and communication standards
• Monitor email responses and provide timely, professional follow-up
• Troubleshoot customer concerns and determine appropriate next steps or solutions
• Escalate complex issues to the appropriate internal teams and maintain proper follow-through
• Maintain complete and accurate customer interaction records in designated systems
• Identify recurring customer feedback or service issues and report trends to the supervisor
• Complete additional customer service and administrative assignments as required

Key Performance Indicators

• Maintain an average productivity rate of 9.5 customer interactions per hour, with 11 interactions per hour as the stretch goal
• Keep customer interaction errors below 0.25%, with a stretch benchmark of less than 0.10%
• Achieve a minimum quality audit score of 94%, with 99% representing exceptional performance
• Maintain at least 95% schedule adherence, with a stretch goal of 99%
• Consistently meet service, accuracy, productivity, and attendance expectations while completing additional responsibilities as assigned

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.