Remote Customer Service Rep (US Clients) — Night Shift

Emapta Global; Metro Manila; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Night differential pay

Permanent Work From Home

Salary advance program

Emapta Academy

Gym access

20 annual leaves

Employee referral incentives

Best Companies to Work For Asia 2025

Job summary

Emapta Global, based in the Philippines, is hiring a Customer Service Representative to support U.S. clients from a permanent work-from-home setup. The role offers night shift hours (EST) and a comprehensive benefits package with ongoing training and career growth.

You will handle live chat, email, SMS, and phone inquiries, resolve issues, and guide customers through the application process while maintaining high quality standards in a fast-paced environment.

Qualifications

• 3+ years of customer service supporting U.S. clients.
• At least 1 year of remote work experience.
• Experience handling inquiries via email, SMS, and phone.
• Excellent written and spoken English.
• Strong problem-solving and decision-making abilities.
• Ability to navigate multiple systems and tools.
• Customer-focused with ability to work in fast-paced environments.
• Collaborative team player with willingness to learn.

Responsibilities

• Provide exceptional customer support through live chat, email, SMS, and phone channels.
• Conduct in-depth research, follow up with customers, identify 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.

Skills

US client support

WFH experience

Multi-channel communication

English proficiency

Problem solving

Systems navigation

Customer service best practices

Team player

Tools

CRM systems

Job description

Emapta Global, based in the Philippines, is hiring a Customer Service Representative to support U.S. clients from a permanent work-from-home setup. The role offers night shift hours (EST) and a comprehensive benefits package with ongoing training and career growth.

You will handle live chat, email, SMS, and phone inquiries, resolve issues, and guide customers through the application process while maintaining high quality standards in a fast-paced environment.