Customer Support Representative | Permanent WFH | Up to PHP28K

Emapta Global; Metro Manila; On-site; PHP 1,129,000 - 1,881,000; Full time

Benefits offered by this job

Salary Advance Program

Upskilling through Emapta Academy

Office gym access (Ortigas and Makati)

EMAPTA Lifestyle perks

Job summary

Emapta Philippines is seeking a Customer Support Representative to assist US clients from a permanent work-from-home setup. You will handle live chat, email, SMS and phone inquiries during a night shift (9:00 PM–6:00 AM EST) with initial 6-week training and ongoing mentorship.

The role offers exposure to global teams, continuous upskilling, and opportunities for advancement, including a salary advance program and exclusive lifestyle perks.

Qualifications

• 3 years+ of customer service experience supporting US clients with minimal employment gaps
• 1+ year of work-from-home experience in customer service
• Based near an Emapta office location
• Strong written and verbal English communication

Responsibilities

• Provide exceptional customer support via live chat, email, SMS, and phone
• Conduct research, follow up with customers, identify needs, and set priorities
• Respond to inquiries about applications and statuses
• Provide technical assistance for mobile apps and websites
• Resolve complex customer complaints and adhere to policies and service standards
• Aim for performance goals and quality expectations

Skills

Customer service experience

English communication

Night shift adaptability

Multitasking

CRM systems

Tools

CRM software

Email/SMS/Phone channels

Job description

Be the Voice Behind a Fast-Moving Digital Customer Experience

Millions of online transactions demand customer service that is equally fast, accurate, and dependable. iCash operates one of Canada's leading digital lending platforms, combining automated technology, secure online processes, and round-the-clock accessibility to help customers manage unexpected financial needs. Its continued growth creates an environment where skilled service professionals can sharpen their expertise, solve meaningful customer challenges, and contribute to an experience built around responsiveness, transparency, and trust.

Job Description

Build more than customer service experience-build a long-term global career where your expertise is valued. As a Customer Support Representative, you'll support U.S. clients across live chat, email, SMS, and phone, resolving account, application, technical, and complex customer concerns. This permanent WFH opportunity combines flexibility with stability for experienced night-shift professionals based near an Emapta office location. With Emapta, access international teams, continuous upskilling, career mentorship, meaningful advancement opportunities, and a Top 1% employee experience designed around your success.

Job Overview

• Employment Type: Full Time
• Shift: Night Shift, 9:00 PM-6:00 AM EST (6-week training), Consecutive Days Off
• Work Setup: Permanent Work From Home

The Qualifications We Seek

• Minimum of 3 years of customer service experience supporting U.S. clients, with no more than a 3-month gap in recent employment
• At least 1 year of work-from-home experience in a customer service role
• Must be based near an Emapta office location
• Hands-on experience supporting customers through email, SMS, and phone
• Excellent written and verbal English communication skills
• Strong problem-solving, analytical, and decision-making abilities
• Ability to navigate multiple systems and communication platforms efficiently
• Strong understanding of customer service best practices
• Customer-focused and adaptable, with the ability to perform effectively in a fast-paced environment
• Collaborative team player with a strong willingness to learn and grow

Your Daily Tasks

• 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
• 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
• Achieve performance goals and quality expectations
• Post customer payments accurately to customer accounts
• Process balance adjustments on customer accounts
• Perform other duties and responsibilities as assigned by the supervisor or manager
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• 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
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

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.