Customer Support Specialist - Night Shift, Growth & CSAT

Emapta

Makati

On-site

PHP 335,000 - 391,000

Full time

6 days ago

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Benefits offered by this job

HMO

Night differential

Fixed weekends off

Makati location

Salary advance

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Referral incentives

20 days annual leave

Job summary

Emapta Philippines is hiring a Customer Service Representative to safeguard loyal customer relationships by delivering responsive support that boosts satisfaction, trust, and brand performance. The role is onsite in Makati with a night shift (9:00 PM–5:00 AM EST) and weekends off, offering a competitive salary package and abundant development opportunities.

Ideal candidates have 1–3 years in high-volume customer service, strong CSAT performance, and experience with CRM platforms (Salesforce

Qualifications

1-3 years of customer service experience in a call center or high-volume support environment.
Background in supporting customers within DTC, CPG, vitamins/minerals, and supplements, or wellness.
Proven ability to consistently maintain a CSAT score above 90%.
Proficiency with CRM platforms; Salesforce experience considered an advantage.
Capacity to handle at least 100 customer interactions daily across voice, email, and chat channels.
Strong written and verbal English communication skills.
Calm, professional, and solution-focused approach to escalated customer situations.
Excellent time management, multitasking, and organizational skills.
Dedicated, distraction-free workspace suitable for remote training or business continuity requirements

Responsibilities

Manage high-volume inbound customer calls while providing exceptional service.
Provide empathetic, solution-focused support while maintaining professionalism and brand standards.
Meet or exceed KPIs including CSAT, AHT, SLAs, productivity, and resolution targets.
Navigate multiple systems simultaneously with accuracy and efficiency.
De-escalate challenging customer situations while upholding policies.
Maintain complete, accurate, and timely documentation for every interaction.
Collaborate with internal teams to resolve complex customer concerns and improve service delivery.