Remote Night-Shift Support Specialist - U.S. Clients

Emapta; Metro Manila; Remote; PHP 290,000 - 312,000; Full time

Benefits offered by this job

Permanent WFH

Night differential

Salary advance

Upskilling via Emapta Academy

Gym access

Job summary

Emapta Philippines is seeking a Customer Support Representative to assist U.S. clients via live chat, email, SMS, and phone, resolving account, application, technical, and complex concerns. This permanent WFH role includes night shifts, 9:00 PM–6:00 AM EST, with a 6-week training and consecutive days off.

You should have at least 3 years of U.S. client support experience, 1 year of remote work, and strong English communication.

Qualifications

• Minimum of 3 years of customer service experience supporting U.S. clients, with no more than a 3-month gap in recent employment
• At least 1 year of work-from-home experience in a customer service role
• Proven experience working night shifts
• Must be based near an Emapta office location
• Hands-on experience supporting customers through email, SMS, and phone
• Excellent written and verbal English communication skills
• Strong problem-solving, analytical, and decision-making abilities
• Ability to navigate multiple systems and communication platforms efficiently
• Strong understanding of customer service best practices
• Customer-focused and adaptable, with the ability to perform effectively in a fast-paced environment
• Collaborative team player with a strong willingness to learn and grow

Responsibilities

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

Night shift experience

Excellent English

WFH experience

Customer-focused

Job description

Emapta Philippines is seeking a Customer Support Representative to assist U.S. clients via live chat, email, SMS, and phone, resolving account, application, technical, and complex concerns. This permanent WFH role includes night shifts, 9:00 PM–6:00 AM EST, with a 6-week training and consecutive days off.

You should have at least 3 years of U.S. client support experience, 1 year of remote work, and strong English communication.