Customer Support Consultant | Hybrid | Ortigas | Day Shift | Day 1 HMO

Emapta; Metro Manila; Hybrid; PHP 469.000 - 714.000; Vollzeit

Benefits dieser Stelle

Day 1 HMO coverage with free dependent

Competitive salary package

PHP 3,000 de minimis allowance

Day shift schedule

Hybrid work arrangement

Prime Ortigas office location

Salary advance program

Emapta Academy courses

Office gyms access (Ortigas/Makati)

Exclusive lifestyle perks

Employee referral incentives

Government and Emapta benefits

20 annual leave credits

Engagement activities

Mentorship and global exposure

Career growth opportunities

Diverse and supportive environment

Zusammenfassung

Emapta Philippines is seeking a Customer Support Consultant to join a hybrid team in Ortigas, supporting Australia’s digital property marketplace. You will handle customer inquiries across channels, uphold service standards, and collaborate with Sales Support, Finance, and CSO teams to ensure accurate records and smooth operations.

Ideal candidates have 2–3 years in customer-facing roles, strong communication skills, and a proactive, detail-oriented approach.

Qualifikationen

• 2–3 years in high-volume, customer-facing, detail-critical environments (e.g., support, billing, sales ops).
• Experience with service queues, SLAs, workflows, ticketing systems, or other operational processes.
• Strong attention to detail and ability to follow procedures consistently.
• Proficiency with digital systems and quick learning of new platforms.

Aufgaben

• Serve as frontline contact for customers and internal stakeholders via phone, email, and web chat.
• Resolve inquiries with empathy, assist with system navigation, and manage competing service demands.
• Protect customer satisfaction, revenue integrity, and billing accuracy while meeting SLAs.

Kenntnisse

Customer support

Attention to detail

Communication

Cross-functional collaboration

Tools

Zendesk

Slack

Forms

Checklists

Automation tools

Jobbeschreibung

Make Your Mark on Australia's Property Industry Through Service Excellence

Australia's digital property marketplace thrives on trusted relationships, seamless transactions, and reliable business operations. Every customer interaction influences service confidence, financial accuracy, and lasting partnerships across the real estate industry. Advance as a Customer Support Consultant with Emapta, where international collaboration, operational expertise, and continuous learning create opportunities for meaningful professional growth within a globally influential property technology sector.

Job Overview

• Employment type: Full-time
• Shift: Day Shift, Consecutive Days Off
• Work setup: Hybrid, SM Mega Tower, Ortigas

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• PHP 3,000 de minimis allowance
• Day Shift Schedule
• Hybrid work arrangement
• 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 a minimum of 6 months of 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 in Ortigas and Makati, with a complimentary 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 leave credits to use at your discretion, including 5 credits convertible to cash
• Fun employee engagement activities
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Professional Experience & Operational Expertise

• 2 to 3 years of experience in a high-volume, customer-facing, detail-critical, or operational environment, such as customer support, sales support, account administration, billing operations, finance operations, customer operations, or shared services
• Experience with service queues, service-level agreements (SLAs), workflows, ticketing systems, or other operational processes
• Strong attention to detail and ability to follow established procedures and operational controls consistently
• Strong analytical and problem-solving skills to investigate discrepancies, determine appropriate actions, and resolve operational issues
• Proficiency in digital systems and tools, with the ability to learn new platforms and processes quickly

Communication & Customer Service Skills

• Excellent verbal and written communication skills, with a professional approach across multiple channels
• Strong active listening skills, empathy, positive communication, and sound stakeholder judgment
• Confidence in collaborating with Sales, Finance, Payment Solutions, Customer Support, and Customer Service Operations (CSO) teams
• Customer-focused mindset, with the ability to manage challenging situations while balancing customer needs, business processes, and operational controls

Operational Competencies & Professional Attributes

• Strong ownership, prioritization, resilience, and follow-through
• Ability to manage requests from initial inquiry through resolution while maintaining accurate, complete, and auditable records
• Understanding of how customer service operations affect revenue, billing, reporting, customer trust, and business continuity
• Ability to acquire and apply knowledge of property technology products, internal systems, business processes, and relevant legal or regulatory requirements
• Collaborative mindset, willingness to share knowledge, and commitment to continuous process improvement
• Flexibility to learn designated priority processes and support different CSO assignments based on business needs

Learning, Development & Cross-Functional Readiness

• Willingness to begin with a dedicated Account Administration assignment under the guidance of the Sales Support Manager
• Commitment to complete structured onboarding, coaching, and proficiency assessments for Account Administration
• Willingness to develop capabilities across Customer Support channels, including voice, live chat, and email, as well as selected Sales Support processes through structured cross-training
• Commitment to maintain expertise in core Account Administration processes and designated priority processes across Sales Support and Customer Support
• Availability to support CSO teams during seasonal demand peaks, unexpected workload increases, and operational challenges

Your Daily Tasks

Customer Support & Service Excellence

• Serve as a frontline contact for customers and internal stakeholders through phone, email, and web chat.
• Resolve customer inquiries with empathy and efficiency, assist users with system navigation, and manage competing service demands.
• Protect customer satisfaction, revenue integrity, billing accuracy, and report quality while meeting agreed service-level agreements (SLAs).

Account Administration & Revenue Integrity

• Manage customer requests from initial inquiry through resolution while maintaining accurate, complete, and auditable records.
• Review account information, investigate discrepancies, and deliver accurate resolutions to reduce errors, reopened cases, and unnecessary rework.
• Maintain accurate account and billing records to support customer trust, financial integrity, and operational continuity.

Workflow Management & Operational Efficiency

• Prioritize service queues, manage competing demands, and maintain accuracy and service quality during high-volume periods.
• Use approved systems and workflows, including Zendesk, Slack, forms, checklists, and automation tools, to ensure consistent service delivery.
• Identify operational roadblocks, recommend process improvements, and support efficient customer service operations.

Cross-Functional Collaboration & Communication

• Collaborate with Sales Support, Sales Leaders, Relationship Managers, Payment Solutions, Finance, and CSO colleagues to resolve issues and improve customer experiences.
• Communicate operational concerns, customer feedback, and improvement opportunities to relevant teams.
• Provide actionable feedback to strengthen products, services, and customer support processes.

Cross-Functional Support & Capability Development

• Support designated CSO service peaks, backlogs, and operational risks after completion of required training and readiness assessments.
• Allocate at least 20% of planned capacity to cross-training, readiness activities, and peak-period support, as agreed.
• Apply acquired knowledge across designated Sales Support and Customer Support processes to strengthen team flexibility and operational resilience.

About the Client

Our client operates one of Australia's leading digital property marketplaces, connecting millions of Australians with homes, real estate professionals, and property opportunities. They provide residential and commercial property listings, rental searches, market insights, property valuations, and advertising solutions for real estate businesses. Through innovative technology, data-driven tools, and customer-focused services, they simplify property journeys for buyers, sellers, renters, and agents. Their commitment to digital innovation and seamless customer experiences continues to influence Australia's evolving property industry.

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 2026 for the fifth year in a row 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.