Customer Service Representative | Onsite | Ortigas | Day Shift | Weekends Off

Emapta; Mandaluyong; On-site; PHP 240,000 - 400,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Competitive Salary Package

Day Shift Schedule

Prime Ortigas office location

Fixed weekends off

Emapta laptop with peripherals

Salary Advance Program

Emapta Academy courses

Office gyms access and trainer

Lifestyle perks and discounts

Employee referral incentives

Government and Emapta benefits

Annual leave: 20 days (5 convertible)

Job summary

Emapta Philippines is seeking a Customer Service Representative to support Australian automotive dealerships. You will handle inquiries, manage service appointments, and ensure high customer satisfaction from our onsite hub in Ortigas.

The role emphasizes English communication, data accuracy, and collaboration with remote onshore teams to maintain service quality. In addition to competitive pay and benefits, the position offers day shift hours, daily perks, and opportunities for professional

Qualifications

• 1–2 years of customer service experience in a BPO environment.
• Inbound and outbound customer communication experience.
• Appointment setting, inbound call handling, and online inquiry management where applicable.
• Automotive industry exposure is a plus but not required.

Responsibilities

• Respond to inbound customer inquiries via phone and digital channels on behalf of automotive dealerships.
• Address customer concerns, provide accurate service information, and maintain professional communication.
• Engage with customers to assess satisfaction and provide relevant service reminders.
• Manage new service appointments, reschedules, cancellations, and rebookings.
• Coordinate appointments based on customer needs and dealership availability.

Skills

Customer service

Inbound communication

Outbound communication

Appointment setting

CRM proficiency

Tools

CRM systems

DMS

AI tools

Job description

Connecting Australian Automotive Dealerships With Lasting Customer Loyalty

Our client is a Sydney-based automotive customer engagement and technology solutions provider established in 2000. They specialize in customer relationship management, dealership marketing, appointment scheduling, and customer contact services across Australia and New Zealand. Through technology-driven solutions and dedicated customer service teams, they help automotive dealerships increase service bookings, improve customer retention, and strengthen aftersales performance. Their industry expertise and personalized approach enable dealerships to maintain meaningful customer relationships, optimize service operations, and achieve sustainable business growth.

About the Role

Make every customer interaction count in Australia's automotive service industry. As a Customer Service Representative, you'll coordinate dealership appointments, resolve inquiries, and help customers maintain their vehicles with confidence. Establish a long-term global career with Emapta, gaining international customer service expertise, professional development, and a workplace committed to the success and well-being of its Top 1% talent.

Job Overview

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

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift Schedule
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• 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 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

The Qualifications We Seek

Professional Experience

• 1 to 2 years of customer service experience in a business process outsourcing (BPO) environment.
• Experience in inbound and outbound customer communication.
• Experience in appointment setting, inbound call handling, and end-to-end online inquiry management is preferred.
• Experience in the automotive industry is highly regarded but not required.
• Experience with artificial intelligence (AI) tools is an advantage.

Customer Service and Communication Skills

• Excellent verbal and written English communication skills, with professional telephone etiquette.
• Empathetic, courteous, and customer-focused approach to customer interactions.
• Strong problem-solving skills, with the ability to address and resolve customer concerns effectively.

Technical and Administrative Skills

• Proficiency in appointment scheduling platforms, Dealer Management Systems (DMS), Customer Relationship Management (CRM) systems, and other digital tools.
• Strong attention to detail, with a commitment to data accuracy, privacy, and confidentiality.
• Ability to learn and adapt quickly to new processes, systems, and technologies.

Professional Competencies

• Ability to work independently and collaborate effectively with remote onshore teams.
• Adaptable, coachable, and solution-oriented mindset.
• Commitment to customer satisfaction, service quality, and operational efficiency.

Your Daily Tasks

Customer Inquiries and Communication

• Respond to inbound customer inquiries via phone and digital channels on behalf of automotive dealerships.
• Address customer concerns, provide accurate service information, and maintain professional communication.
• Engage with customers to assess satisfaction and provide relevant service reminders.

Service Appointment Management

• Manage new service appointments, reschedules, cancellations, and rebookings.
• Coordinate service appointments based on customer requirements and dealership availability.
• Conduct outbound calls for upcoming and overdue service reminders, appointment confirmations, post-service follow-ups, rebookings, and dealership event reminders.

CRM Administration and Data Accuracy

• Verify customer information and maintain accurate records in Customer Relationship Management (CRM) and Dealer Management Systems (DMS).
• Update appointment details, customer interactions, and service information in relevant platforms.
• Ensure data accuracy, confidentiality, and compliance with established procedures.

Key Performance Indicators (KPIs)

• Achieve strong Customer Satisfaction Survey scores.
• Maintain positive Business Experience Survey results.
• Improve appointment-to-visit conversion rates.
• Meet customer interaction targets, including inbound calls handled, outbound calls completed, and quotations sent.
• Generate appointment bookings for upcoming services, overdue or lapsed maintenance, and rebookings.
• Maintain high standards of service accuracy and quality.
• Meet established response time and customer responsiveness targets.

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

At Emapta Philippines, careers are built with intention. Work with global clients, gain exposure to world-class standards, and grow in an environment designed for long-term success. 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 stands among the region's most respected employers, committed to empowering talent through stability, opportunity, and continuous development.