Customer Support Specialist (Call and Chat) | Onsite | Ortigas | Mid Shift

Emapta; Mandaluyong; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Competitive Salary Package

HMO coverage with free dependent upon

Flexible career growth

Job summary

Emapta Philippines is seeking a Customer Support Specialist (Call and Chat) to deliver exceptional service for a UK digital bank. The role focuses on building trust through confident, customer-centric interactions across live chat, phone, and email.

Working onsite in Ortigas, you will handle inquiries, resolve issues, and collaborate with cross-functional teams to improve processes and customer experience. The position offers growth and international fintech exposure.

Qualifications

• 1 to 3 years of relevant customer service experience.
• Comprehensive product knowledge and ability to explain complex information.
• Commitment to continuous learning and maintaining up-to-date knowledge.

Responsibilities

• Deliver exceptional customer service through live chat, email, phone, and social media.
• Serve as the first point of contact for customer complaints and concerns.
• Identify recurring issues and recommend process improvements.
• Collaborate with the Financial Crime team to protect customer accounts.

Skills

Customer service experience

Product knowledge

Regulatory awareness

Communication skills

Problem solving

Education

Experience-based qualifications

Tools

Customer service software

Job description

Shape Exceptional Customer Experiences That Build Trust In Digital Banking

Every exceptional banking experience begins with confidence, connection, and trust. As a Customer Support Specialist (Call and Chat), contribute to a UK digital bank redefining how customers experience everyday financial services. Through Emapta, gain international fintech exposure, deepen your customer experience expertise, and build a rewarding long-term global career alongside exceptional top 1% talent in a people-first professional environment.

Job Overview

• Employment type: Full-time


• Shift: Mid Shift (9:00 AM-5:00 PM UK Time), Including Weekends, with 2 Consecutive Rotating Days Off


• Work setup: Onsite | SFS, Ortigas

Exciting Perks Await!

• Competitive Salary Package


• HMO coverage with free dependent upon regularization


• 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 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

• 1 to 3 years of relevant customer service experience.


• Comprehensive product knowledge and ability to explain complex information, address customer concerns, and tailor responses to individual needs.


• Commitment to continuous learning and maintaining up-to-date knowledge of new products and service offerings.


• Ability to follow established customer service procedures and recommend improvements to efficiency and effectiveness.


• Customer-centric mindset, empathy, and ability to tailor communication and solutions across phone calls and live chat.


• Strong active listening and probing skills to understand customer concerns, identify appropriate solutions, and resolve diverse issues confidently.


• Effective time and workload management skills to follow schedules, complete planned tasks, and balance customer inquiries with other responsibilities.


• Commitment to exceptional service outcomes, customer satisfaction, and creative problem-solving.


• Strong regulatory awareness and ability to maintain compliance with evolving regulations across all customer interactions.


• Knowledge of customer service best practices and complaint resolution procedures.


• Proficiency in customer service software.


• Strong attention to detail and ability to analyze customer feedback.


• Excellent teamwork, collaboration, knowledge-sharing, problem-solving, and communication skills.


• Demonstrated initiative, proactivity, adaptability, flexibility, ownership, and accountability.

Your Daily Tasks

• Deliver exceptional customer service through live chat, email, phone, and social media to ensure seamless and positive customer experiences.


• Serve as the first point of contact for customer complaints and concerns, and resolve issues fairly and efficiently.


• Identify recurring customer frustrations and expectations, and recommend improvements to processes, tools, and products.


• Recognize vulnerable customers and provide personalized assistance appropriate to their circumstances.


• Collaborate with the Financial Crime team to identify and investigate suspicious trends, protect customer accounts, and maintain financial security.


• Assess and prioritize customer feedback and feature requests, and communicate relevant insights to the Product team to support product development.


• Mentor new hires and Operations team members, share knowledge, and promote continuous learning and collaboration.


• Demonstrate initiative, ownership, and accountability while ensuring fair, respectful, and supportive customer treatment.

About the Client

Our client is a UK-based digital bank transforming everyday financial services through innovation, transparency, and customer-first banking. They offer personal current accounts, competitive savings options, personal loans, and convenient mobile banking solutions designed to simplify money management. With a focus on financial well-being, they combine modern technology, secure banking infrastructure, and personalized customer experiences to make financial services more accessible. Their commitment to fair, straightforward banking empowers customers to manage their finances confidently while building lasting relationships through trust and exceptional service.

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.