Customer Service Representative | Onsite | Makati | Night Shift | Up to PHP35K

Emapta; Philippines; On-site; PHP 335,000 - 391,000; Full time

Benefits offered by this job

Day 1 HMO

Night differential

Onsite Makati office

Salary advances

Upskilling via Emapta Academy

Gym access

Job summary

VIPdesk seeks a Customer Service Representative to manage high-volume inquiries via email and chat, delivering empathetic, solutions-focused support while upholding brand standards. The role is onsite at Makati with night shifts and weekends off, offering growth within Emapta's global network.

Based in the Philippines, the position emphasizes CSAT targets, CRM use including Salesforce, and a supportive, collaborative environment with mentorship and career development opportunities.

Qualifications

• High school diploma or GED required.
• 1–3 years in customer service in a call center or high-volume support environment.
• Experience in DTC, CPG, VMS, or wellness industry preferred.
• CSAT score above 90% is expected.
• Experience using CRM; Salesforce is a plus.

Responsibilities

• Handle high-volume inbound interactions via email and chat.
• Provide empathetic, solutions-focused support.
• Meet CSAT, AHT, and SLAs targets.
• Navigate multiple systems accurately.
• Document cases promptly and accurately.
• Collaborate with internal teams to resolve issues.

Skills

Customer service

Email & chat support

Time management

Communication skills

Calm under pressure

Education

High school diploma or GED

Tools

CRM platforms

Salesforce

Job description

Premium Customer Care That Protects Brand Reputation

Every customer conversation can influence trust, retention, and the strength of a global brand. The Customer Service Representative helps turn high-volume interactions into consistently positive experiences that support business performance. Grow with Emapta through a long-term global career designed for top 1% talent seeking stability, development, balance, and impact.

Job Snapshot

• Employment Type: Full-time
• Shift: Night Shift, Weekends Off
• Work Setup: Onsite, Makati
• Salary: PHP 30,000 to PHP 35,000

Benefits

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

Qualifications

• High school diploma or General Educational Development (GED) certificate
• 1 to 3 years of customer service experience in a call center or high-volume support environment
• Experience supporting the DTC, CPG, VMS, or wellness industry, highly preferred
• Proven ability to maintain a Customer Satisfaction (CSAT) score above 90%
• Experience using CRM platforms; Salesforce experience is an advantage
• Experience handling high-volume customer interactions across email and chat channels
• Strong written and verbal communication skills
• Ability to remain calm and professional during escalated customer interactions
• Excellent time management, organizational, and multitasking skills
• Dedicated, distraction-free remote workspace

Responsibilities

• Manage high-volume inbound customer interactions across email and chat channels
• Deliver empathetic, solutions-focused customer support while maintaining professionalism
• Achieve and exceed key performance metrics, including Customer Satisfaction (CSAT), Average Handle Time (AHT), Service Level Agreements (SLAs), productivity, and resolution targets
• Navigate multiple systems simultaneously with accuracy and efficiency
• Resolve escalated customer concerns while protecting company policies and maintaining customer trust
• Maintain accurate, complete, and timely customer case documentation
• Collaborate with internal teams to resolve complex customer issues and improve the overall customer experience

About the Client

VIPdesk has redefined customer service since 1997, beginning with high-caliber concierge services for luxury brands and expanding into outsourced BPO solutions across retail, hospitality, travel, consumer products, membership organizations, and financial services. A certified B Corp and Women's Business Enterprise, VIPdesk pioneered remote-first operations in 2001 and maintains an 85% female workforce. They unite technology, specialized expertise, and genuine human connection to create tailored customer experiences that strengthen brand loyalty while championing empowerment, integrity, innovation, collaboration, and exceptional service.

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.