Customer Service Representative | Permanent WFH | Night Shift | PHP28K

Emapta Global; Metro Manila; On-site; PHP 469,000 - 725,000; Full time

Benefits offered by this job

Night differential pay

Permanent WFH arrangement

HMO coverage for dependents

Salary advance program

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Employee referral incentives

20 annual leaves

Mentorship & global exposure

Job summary

iCash, a Canadian digital financial services provider, seeks a Customer Service Representative to resolve customer concerns, support applications and payments, and deliver seamless multichannel experiences. This role offers a permanent Work From Home setup with EST night shifts and competitive compensation.

Join Emapta Philippines to work with global clients, gain international exposure, and advance your career while staying in the Philippines.

Qualifications

• Minimum of 3 years of customer service experience supporting U.S. clients, with stable employment and no more than a 3-month gap in recent work history.
• At least 1 year of work-from-home experience in a customer service role.
• Experience providing customer support through email, SMS, and phone channels.
• Excellent written and verbal English communication skills.
• Strong problem-solving, analytical, and decision-making abilities.
• Ability to navigate multiple systems and communication platforms efficiently.
• Customer-focused and adaptable in a fast-paced environment.
• Strong collaboration and willingness to learn and grow.

Responsibilities

• Provide multichannel customer support through live chat, email, SMS, and phone channels.
• Research and follow up with customers, identify needs, and assign priorities.
• Respond to inquiries regarding application process and status.
• Provide technical assistance and resolve issues related to mobile apps and websites.
• Investigate and resolve complex customer complaints following policies and standards.
• Post customer payments and process balance adjustments on accounts.
• Achieve established performance and quality targets.
• Perform other duties as assigned by supervisor or manager.

Skills

Customer service

U.S. client support

Multichannel support

Work-from-home experience

English communication

Problem-solving

Team collaboration

Tools

CRM systems

Job description

iCash is a Canadian digital financial services provider focused on making short-term financial support more accessible and convenient. Through its technology-driven platform, they offer a streamlined application experience, fast lending decisions, secure electronic agreements, flexible repayment options, and rapid e-Transfer funding. They also provide cashback rewards, credit information tools, and 24/7 customer support, combining financial technology, data security, transparent processes, and responsive service to create a simpler customer experience.

About the Role

Make every interaction count in the fast-moving digital financial services industry. As a Customer Service Representative, you'll resolve customer concerns, support financial applications and payments, and deliver seamless multichannel experiences. Bring your customer service expertise to a global stage, expand your international experience, and take your career further with Emapta without leaving the Philippines.

Your Global Customer Service Career at a Glance

• Employment Type: Full-time
• Shift: Night Shift (Monday to Friday, 9:00 AM-6:00 PM EST), Consecutive Days Off
• Work Setup: Permanent Work From Home
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• HMO coverage with free dependent upon regularization
• 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
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

• Minimum of 3 years of customer service experience supporting U.S. clients, with a stable employment history and no more than a 3-month gap in recent employment
• At least 1 year of work-from-home experience in a customer service role
• Experience providing customer support through email, SMS, and phone channels
• Strong knowledge of customer service best practices
• Excellent written and verbal English communication skills
• Strong problem-solving, analytical, and decision-making abilities
• Ability to navigate multiple systems and communication platforms efficiently
• Customer-focused and adaptable, with the ability to perform effectively in a fast-paced environment
• Strong collaboration and teamwork skills with a willingness to learn and grow

Your Daily Tasks

Multichannel Customer Support

• Provide exceptional customer support through live chat, email, SMS, and phone channels.
• Conduct in-depth research, follow up with customers, identify customer needs, and assign appropriate priority levels.
• Respond to inquiries regarding the application process and application status.

Technical Support & Complaint Resolution

• Provide technical assistance and resolve issues related to mobile applications and websites.
• Acknowledge, investigate, and resolve complex customer complaints.
• Follow established policies, procedures, and service standards.

Account & Payment Management

• Post customer payments accurately to customer accounts.
• Process balance adjustments accurately on customer accounts.

Performance & Quality

• Achieve established performance goals and quality expectations.

Additional Responsibilities

• Perform other duties and responsibilities as assigned by the supervisor or manager.

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 2025 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.