Customer Service Representative | WFH | Night Shift | Weekends Off

Emapta; Metro Manila; Remote; PHP 290,000 - 469,000; Full time

Benefits offered by this job

HMO coverage

Competitive salary

Night shift premium

Permanent WFH

Weekends off

Salary advance

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Referral incentives

Government benefits

20 days leave

Engagement activities

Mentorship

Career growth

Diverse environment

Job summary

Emapta is hiring a Customer Service Representative to support international customers for a British travel brand. The role is full-time and remote, with Night Shift (PHT) and Weekend Offs.

You will handle orders, returns, exchanges, and product inquiries, building global ecommerce expertise while escalating complex issues for resolution. The position offers a permanent Work From Home arrangement, competitive salary, night differential, and extensive learning opportunities through Emapta Academy,

Qualifications

• At least 1 year of customer service experience, preferably in e-commerce.
• Strong written and verbal English communication skills.
• Familiarity with Zendesk, Gorgias, Freshdesk, or similar customer service platforms.
• Strong attention to detail and problem-solving skills.
• Ability to work independently and collaborate effectively within remote teams.
• Stable internet connection and a quiet work environment.

Responsibilities

• Respond to customer inquiries through email, chat, and phone.
• Resolve product and order issues efficiently and professionally.
• Process returns, refunds, and exchanges accurately.
• Provide product information and assist customers with order placement.
• Escalate complex customer issues to appropriate internal teams.
• Maintain accurate records of customer interactions.
• Meet daily response time and customer satisfaction targets.

Skills

Customer service

English communication

Remote teamwork

Attention to detail

Problem solving

Independent work

Tools

Zendesk

Gorgias

Freshdesk

CRM platforms

Job description

Take Customer Experience Further With a Global Travel Brand

Turn great customer service into experiences that travel beyond borders. Join Emapta as a Customer Service Representative, supporting international customers across orders, returns, exchanges, and product inquiries for a premium British travel brand. Strengthen customer loyalty through every interaction while building global e-commerce expertise and a long-term career alongside Emapta's top 1% talent.

Your Route to a Global E-Commerce Career

• Employment Type: Full-time
• Shift: Night Shift (Monday-Friday, 9:00 PM-6:00 AM PHT), Weekends Off
• Work Setup: Work From Home

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• 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
• 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 (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

Requirements

• At least 1 year of customer service experience, preferably in e-commerce
• Strong written and verbal English communication skills
• Familiarity with Zendesk, Gorgias, Freshdesk, or similar customer service platforms
• Strong attention to detail and problem-solving skills
• Ability to work independently and collaborate effectively within remote teams
• Stable internet connection and a quiet work environment

Preferred Qualifications

• Experience supporting international customers across the UK, U.S., or Australia
• Experience working with a fashion or consumer goods brand
• Knowledge of CRM systems or e-commerce platforms, such as Shopify or WooCommerce

Your Daily Tasks

• Respond to customer inquiries through email, chat, and phone
• Resolve product and order issues efficiently and professionally
• Process returns, refunds, and exchanges accurately
• Provide product information and assist customers with order placement
• Escalate complex customer issues to appropriate internal teams
• Maintain accurate records of customer interactions
• Meet daily response time and customer satisfaction targets

About the Client

Our client is a British travel and lifestyle brand creating durable, performance-led bags for commuting, travel, sport, and everyday adventures. Founded in 2016, they design backpacks, luggage, duffels, and travel accessories that combine technical functionality, understated style, and responsible materials. Their products serve customers worldwide and have earned 65,000+ verified reviews averaging 4.9/5. As a Certified B Corporation, they prioritize long-lasting products, responsible business practices, sustainability, and exceptional customer experiences across every journey.

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.