Customer Service Representative - Voice | Onsite | Ortigas | Day 1 HMO

Emapta; Mandaluyong; On-site; PHP 312,000 - 469,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Night differential pay

Fixed weekends off

Prime Ortigas office location

Salary Advance Program

Upskilling through Emapta Academy

Gym access with trainer

Lifestyle perks

Job summary

Emapta Philippines is seeking a Customer Service Representative - Voice to deliver prompt, accurate support for healthcare customers. You will handle orders, shipments, returns, and product inquiries while collaborating with global teams.

The role emphasizes service quality, data accuracy, and timely issue resolution in a fast-paced rehab product environment. This onsite position in Ortigas offers night shift work with weekends off, comprehensive benefits, and opportunities for professional

Qualifications

• High school diploma or equivalent.
• 3-5 years of experience in customer service or a call center role.
• Ability to grasp new concepts and technologies quickly.
• Excellent writing and verbal communication skills.
• Excellent computer and data entry skills.
• Proficiency in Microsoft Word, Excel, and internet applications.
• Knowledge of rehabilitation or medical equipment (preferred).

Responsibilities

• Respond promptly to inbound calls and emails with accurate assistance.
• Make outbound calls and emails to customers, vendors, and partners.
• Interpret and communicate policies, product descriptions, pricing, and procedures clearly.
• Process returns and credits per established procedures.
• Handle product/service claims, special orders, and customer requests.
• Provide delivery estimates and investigate delays.
• Coordinate tracing for lost orders and related claims.
• Enter orders accurately and efficiently.
• Inform customers about current promotions and specials.
• Monitor responses and reply professionally and promptly.
• Troubleshoot issues and escalate when needed.
• Maintain detailed records of customer interactions in Freshdesk and NetSuite.

Skills

Excellent computer skills

Data entry skills

Written and verbal communication

Microsoft Word

Microsoft Excel

Internet applications

Customer service skills

Call center experience

Education

High school diploma or equivalent

Tools

Freshdesk

NetSuite

Job description

Support Better Patient Outcomes Through Exceptional Rehabilitation Product Service

Reliable customer service helps healthcare professionals access the products they need to improve patient outcomes. The Customer Service Representative - Voice delivers accurate, timely support across orders, shipments, returns, and product inquiries. Make a meaningful impact within the health and wellness industry while building a long-term global career with Emapta, designed for top 1% talent seeking growth, balance, and purpose.

Snapshot

• Employment Type: Full-time
• Work Setup: Onsite, Ortigas (SM Megatower)
• Shift: Night Shift, Weekends Off

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Fixed weekends off
• 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)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

Required Education & Experience

• High school diploma or equivalent
• 3-5 years of experience in customer service or a call center role

Requirements

• Ability to quickly grasp new concepts and technologies
• Excellent computer and data entry skills
• Proficiency in Microsoft Word, Microsoft Excel, and internet applications
• Excellent written and verbal communication skills
• Excellent customer service skills

Preferred

• Knowledge of rehabilitation or medical equipment

Required Competencies

Executes on Strategic Direction

• Demonstrated ability to support strategic initiatives involving colleagues, vendors, and customers
• Proactive approach to identifying and addressing opportunities, issues, and obstacles
• Flexibility in adapting to changing priorities and business needs
• Collaborative mindset focused on achieving shared business objectives

Energizes the Organization

• Commitment to upholding the company's vision, purpose, and values
• Confidence in exploring and adopting new approaches
• Enthusiasm for supporting organizational priorities and inspiring others
• Initiative in recognizing needs and taking appropriate action
• Readiness to help others navigate and adapt to change
• Willingness to share relevant knowledge, experience, and expertise

Drives and Delivers Results

• Dedication to fulfilling agreed goals, priorities, and actions
• Effectiveness in involving others to achieve team objectives
• Resourcefulness in optimizing organizational resources and sharing best practices
• Accountability for completing tasks and delivering expected results
• Creativity in developing new ideas and approaches
• Focus on producing consistently high-quality outcomes
• Reliability in meeting or exceeding performance expectations
• Proficiency in interpreting data, anticipating problems, escalating concerns, making informed decisions, and mitigating risks

Builds Organizational Capabilities

• Passion for continuous learning, improvement, and professional growth
• Professionalism when representing the company to prospective and new employees
• Interpersonal skills for establishing and maintaining trusting professional relationships
• Emotional intelligence in interpreting workplace behaviors and interactions appropriatelySelf-awareness in managing personal responses and reactions effectively
• Awareness of internal and external factors affecting the role

Physical Conditions

• Capacity to sit for extended periods
• Ability to use a computer for 95% of the workday
• Endurance to remain seated for 90% of the workday

Responsibilities

Essential Job Duties

• Respond promptly and appropriately to inbound calls and emails while providing quick and accurate assistance.
• Make outbound calls and send emails to existing customers, vendors, and business partners.
• Interpret and communicate company policies, product descriptions, pricing, and departmental procedures accurately.
• Process returns and credits in accordance with established case management procedures.
• Handle product and service claims, special orders, and customer requests.
• Provide estimated delivery times and costs and investigate delivery delays.
• Coordinate tracing procedures for lost orders and shipments and process related claims.
• Enter all phone orders accurately and efficiently.
• Send email correspondence to customers and sales representatives using established templates.
• Inform customers about current specials and promotions as instructed.
• Submit orders for literature requests.
• Monitor outbound email responses and reply to customers professionally, clearly, and promptly.
• 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 customer feedback trends proactively and report recurring issues to the supervisor.
• Complete special assignments as needed.

Key Performance Indicators

• Achieve a productivity target of 9.5 call or email interactions per hour, with a stretch target of 11, weighted at 45%.
• Maintain an error rate below 0.25% of handled calls and emails, with a stretch target below 0.10%, weighted at 15%.
• Achieve a quality audit score of 94%, with a stretch target of 99%, weighted at 20%.
• Maintain schedule adherence of 95%, with a stretch target of 99%, weighted at 20%.
• Perform other duties as assigned.

About the Client

Our client is a global leader in rehabilitation, recovery, and sports performance, serving healthcare professionals and patients across more than 100 countries through 500 global partners. Its trusted portfolio includes renowned brands and more than 20,000 carefully selected clinical products designed to improve patient outcomes. Backed by expert product vetting, continuous innovation, and strong market credibility, the company helps clinicians spend less time sourcing equipment and more time delivering effective, confident, and high-quality care to patients worldwide every day.

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.