Customer Support Representative | Hybrid | Clark | Rotating Shift

Emapta; Pampanga; Hybrid; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Hybrid work arrangement

Office gyms access

Leave credits (20 annual)

Job summary

Emapta Philippines is hiring a Customer Support Representative to resolve software concerns and guide platform users for international customers. The role offers hybrid work with initial onsite training in Clark, Pampanga, and opportunities for career growth within a global team.

The ideal candidate has 2–3 years in customer support, strong English, and experience with CRM tools like Salesforce, Zendesk, or Freshdesk, in a fast-paced SaaS environment.

Qualifications

• Bachelor's degree in any field.
• 2–3 years of experience in customer support, customer service, or a similar role.
• Excellent verbal and written English communication skills.
• Experience with CRM platforms such as Salesforce, Zendesk, Freshdesk, or similar systems.

Responsibilities

• Handle inbound and outbound customer calls as the primary support channel.
• Manage real-time customer inquiries through chat and provide prompt, accurate responses.
• Respond to customer emails with clear, professional communication.
• Handle multiple channels simultaneously based on business needs.
• Provide first-level support across voice, chat, and email, and troubleshoot within SLAs.
• Escalate complex issues to Tier 2 and collaborate with internal teams.

Skills

Verbal and written English

Multichannel support

CRM knowledge

Troubleshooting

Customer service mindset

Fast-paced environment

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Freshdesk

Ticketing systems

Job description

Connecting Global Communities Through Exceptional Software Support

Our client is a global technology company specializing in software solutions that help mission-driven organizations create meaningful social impact. Their digital platforms support nonprofits, foundations, corporations, and government agencies through fundraising, donor management, grant administration, case management, and corporate social responsibility programs. By combining artificial intelligence, data analytics, and integrated technology, they help organizations improve operational efficiency, strengthen community relationships, and measure program outcomes. Their innovative solutions enable thousands of organizations worldwide to expand their reach and achieve lasting social change.

About the Role

Help organizations achieve meaningful outcomes through dependable technology and exceptional customer care. As a Customer Support Representative, you'll resolve software concerns, guide platform users, and contribute to seamless digital experiences for international customers. Pursue lasting career growth with Emapta, where global collaboration, technical development, and opportunities for greater responsibility create a rewarding professional experience for Top 1% talent.

Job Overview

• Employment Type: Full-time
• Shift: Rotating Schedule | 8:00 AM-5:00 PM EST | Fixed Weekends Off
• Work Setup: Hybrid | Initial Onsite Training | SM Clark | Pampanga

Exciting Perks Await!

• Day 1 HMO coverage with one free dependent
• Competitive salary package
• Hybrid work arrangement
• Prime office location in Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Fixed weekends off
• Salary Advance Program through Emapta's banking partner, subject to eligibility, bank assessment, and approval; available to eligible account holders with at least six months of company tenure
• Free 24/7 access to office gyms in Ortigas and Makati, with a complimentary physical fitness trainer
• Exclusive Emapta Lifestyle perks, including hotel and restaurant discounts and more
• Unlimited opportunities to earn employee referral incentives across the organization
• Standard government-mandated and Emapta benefits
• A 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 international teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Education and Professional Experience

• Bachelor's degree in any field of study.
• 2 to 3 years of experience in customer support, customer service, or a similar role.

Customer Service and Technical Skills

• Excellent verbal and written English communication skills.
• Proficiency in voice-based customer support as the primary service channel.
• Ability to manage simultaneous chat and email interactions while maintaining service quality.
• Experience with Customer Relationship Management (CRM) platforms such as Salesforce, Zendesk, Freshdesk, or similar systems.
• Familiarity with BPO technologies, including telephony systems, ticketing platforms, and productivity tools.
• Strong problem-solving, troubleshooting, and customer service skills.
• Ability to perform effectively in a fast-paced, metrics-driven environment.

Preferred Qualifications

• Experience in customer support for Software as a Service (SaaS) products or digital platforms.
• Knowledge of customer support metrics, including Customer Satisfaction (CSAT), Service Level Agreements (SLAs), Average Handle Time (AHT), and First Contact Resolution (FCR).
• Experience in a BPO or shared services environment.

Work Arrangement and Schedule Requirements

• Willingness to work in a hybrid arrangement with initial onsite training in Clark, Pampanga.
• Flexibility to accommodate shift changes, including nights, weekends, and holidays, as required by business needs.

Key Professional Competencies

• Strong customer-first mindset and commitment to service excellence.
• Excellent attention to detail and accuracy.
• Adaptability, technical curiosity, and willingness to learn.
• Strong teamwork and collaboration skills.

Your Daily Tasks

Multichannel Customer Support

• Handle inbound and outbound customer calls with professionalism and efficiency as the primary support channel.
• Manage real-time customer inquiries through chat and provide prompt, accurate responses.
• Respond to customer emails with clear, professional, and well-structured communication.
• Handle multiple customer support channels simultaneously based on business requirements.

Customer Issue Resolution and Service Quality

• Provide first-level customer support across voice, chat, and email channels.
• Troubleshoot and resolve customer issues within established Service Level Agreements (SLAs).
• Record, update, and manage customer support tickets accurately through CRM and ticket management systems.
• Escalate complex technical issues to Tier 2 support or appropriate internal teams when necessary.
• Maintain high standards of customer communication, service accuracy, and customer satisfaction.
• Follow Standard Operating Procedures (SOPs) and comply with established support processes.
• Collaborate with internal teams to resolve customer concerns and improve service outcomes.
• Maintain current knowledge of software products, platform features, and internal support tools.

Career Growth and Technical Development

• Progress toward Tier 1.5 support responsibilities based on demonstrated performance and technical proficiency.
• Resolve increasingly complex technical issues and customer scenarios.
• Assume greater responsibility for customer issue resolution before escalation.
• Expand technical expertise in software products, system functionality, and troubleshooting procedures.

Join the Top 1% Talent. A Better Career. A Better Life.

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. 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 delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.