Remote Customer Service Specialist - Email & Webchat

Emapta; Metro Manila; Remote; PHP 350,000 - 520,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Permanent WFH arrangement

Salary Advance Program

Unlimited upskilling through Emapta

Free gym access

Employee referral incentives

20 annual leaves

Mentorship & career growth

Job summary

Emapta is hiring a Customer Service Specialist (Email and Webchat) to support a UK digital bank from the Philippines. You will deliver timely solutions across channels, handling sensitive concerns and turning customer insights into meaningful improvements.

The role is full-time with permanent work-from-home, mid-shift hours (UK time, 9:00 AM-5:00 PM), weekends off. Benefits include Day 1 HMO, salary advances, and 20 days of annual leave, plus ongoing upskilling through Emapta Academy.

Qualifications

• 1-3 years of relevant experience in customer service.
• Proficiency in customer service software.
• Strong communication and empathy across channels.
• Regulatory awareness and compliance.
• Ability to mentor and support new joiners.

Responsibilities

• Deliver exceptional customer service across live chat, email, phone, and social media, ensuring a seamless and positive experience for all customers.
• Act as the first point of contact for customer complaints and concerns, using strong problem-solving skills to resolve issues fairly and efficiently.
• Proactively identify patterns in customer feedback related to frustrations or expectations and recommend improvements to processes, tools, and products.
• Recognize vulnerable customers and provide tailored support to ensure they receive the assistance they need.
• Collaborate closely with the Financial Crime team as the first line of defense in identifying and investigating suspicious trends while protecting the security and integrity of customer accounts.
• Understand and prioritize customer feedback and feature requests, communicating relevant insights to the Product team to inform product development.
• Serve as a mentor and point of contact for new joiners and other members of the Operations team, sharing knowledge and promoting a culture of learning and collaboration.
• Demonstrate proactivity, ownership, and a strong commitment to treating customers fairly and supportively.

Skills

Customer service experience

Product knowledge

Active listening

Communication skills

Problem solving

Teamwork

Tools

CRM software

Job description

Emapta is hiring a Customer Service Specialist (Email and Webchat) to support a UK digital bank from the Philippines. You will deliver timely solutions across channels, handling sensitive concerns and turning customer insights into meaningful improvements.

The role is full-time with permanent work-from-home, mid-shift hours (UK time, 9:00 AM-5:00 PM), weekends off. Benefits include Day 1 HMO, salary advances, and 20 days of annual leave, plus ongoing upskilling through Emapta Academy.