Night-Shift BPO Customer Support Pro (Ortigas)

Emapta; Metro Manila; On-site; PHP 670,000 - 725,000; Full time

Benefits offered by this job

Pioneer team exposure

Day 1 HMO coverage

Night differential pay

Fixed weekends off

Prime Ortigas office location

Salary advance program

Emapta Academy upskilling

Gym access 24/7

Lifestyle perks

Employee referral incentives

20 annual leaves

Mentorship and global exposure

Job summary

Emapta is hiring a Customer Service Agent to handle 60+ daily calls, multi-system case handling, and email support cross-training. The role is onsite at SM Megatower, Ortigas, with night shifts and weekends off, offering growth within a pioneer team engaged in international exposure and long-term progression.

You will deliver timely, professional support, resolve inquiries, and maintain accurate records while learning new processes and tools to enhance service quality.

Qualifications

• High school graduate or equivalent.
• Minimum 3 years of BPO customer support experience in a high-volume service environment.
• Demonstrated experience handling at least 60 customer calls per workday.
• Comfortable working across multiple systems simultaneously while assisting customers.
• Open to cross-training and providing email customer support when required.
• Excellent spoken and written English communication skills.
• Available to work the night shift and report onsite at SM Megatower, Ortigas.
• Proven customer service and problem-solving ability, including resolving inquiries, managing escalations appropriately, and maintaining service quality under pressure.
• Ability to quickly learn unfamiliar processes, platforms, products, and workflows.
• Strong computer skills, accurate data entry, and working knowledge of Microsoft Word, Excel, and web-based applications.
• Experience in product-based or technical customer support environments is an advantage.
• Proactive and adaptable, with the ability to identify issues, respond to changing priorities, and support business and customer needs.
• Strong collaborative and interpersonal skills, with the ability to build trusted relationships with colleagues, customers, vendors, and other stakeholders.

Responsibilities

• Deliver timely and professional support across inbound calls and email inquiries.
• Conduct outbound follow-ups with customers, vendors, and business partners when required.
• Explain policies, service details, procedures, and next steps in a clear and customer-friendly manner.
• Process customer orders, returns, credits, claims, and service requests accurately in line with established procedures.
• Investigate account, delivery, order, and service concerns and coordinate appropriate resolutions.
• Track open cases and ensure delayed, missing, or unresolved matters receive proper follow‑through.
• Record customer requests, transactions, and correspondence accurately across designated systems.
• Monitor email responses and maintain timely communication with customers and internal teams.
• Troubleshoot customer concerns, determine appropriate actions, and elevate complex cases when needed.
• Maintain complete and accurate interaction records to support service continuity and reporting.
• Identify recurring customer issues and share relevant trends or feedback with the supervisor.
• Consistently meet high productivity, quality, accuracy, and service standards across daily customer interactions.
• Maintain reliable schedule adherence and attendance while supporting additional customer service or administrative duties as assigned.

Skills

BPO experience

60 calls/day

Multi-system support

Email support

English proficiency

Night shift

Onsite Ortigas

Problem solving

Learning new processes

MS Word/Excel

Technical support experience

Education

High school graduate or equivalent

Tools

Microsoft Word

Microsoft Excel

Web-based applications

Job description

Emapta is hiring a Customer Service Agent to handle 60+ daily calls, multi-system case handling, and email support cross-training. The role is onsite at SM Megatower, Ortigas, with night shifts and weekends off, offering growth within a pioneer team engaged in international exposure and long-term progression.

You will deliver timely, professional support, resolve inquiries, and maintain accurate records while learning new processes and tools to enhance service quality.