Customer Service Representative | Onsite | Baguio | Night Shift | Day 1 HMO

Power Better Shopping Experiences Through Every Customer Conversation

Turn every customer conversation into a reason to shop again. Join Emapta as a Customer Service Representative, strengthening satisfaction, loyalty, and retention across the global eCommerce industry. Solve real customer needs across digital channels, gain international retail exposure, and build a long-term global career designed for Emapta's top 1% talent. Your Career Snapshot

• Employment Type: Full-time
• Shift: Night Shift, Consecutive Days Off
• Work Setup: Onsite, Baguio
• Exciting Perks Await! Day 1 HMO coverage with free dependent

Competitive Salary Package

• Night differential pay to maximize your earnings
• Prime office location in Baguio (Conveniently accessible by PUVs, with nearby restaurants and banks)

Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer! Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)Unlimited opportunities for employee referral incentives across the organization

Standard government and Emapta

benefits

• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Required

Qualifications

High school diploma or equivalent; college education preferred1 to 3 years of customer service experience, preferably in a BPO, eCommerce, retail, or online support environment

• Excellent verbal and written English communication skills
• Strong interpersonal and customer service skills
• Strong multitasking skills and ability to work effectively in a fast-paced environment
• Strong problem-solving and decision-making abilities
• Proficiency in Microsoft Office applications and web-based systems
• Ability to work independently and collaborate effectively within a team

Preferred

Qualifications

• Experience supporting eCommerce platforms and online retail operations
• Familiarity with CRM, ticketing, or customer support software
• Experience providing phone, email, and chat support
• Strong attention to detail and organizational skills

Your Daily Tasks

Customer Support

• Respond promptly and professionally to customer inquiries through phone, email, chat, and other communication channels
• Provide accurate information about products, services, orders, billing, and account-related concerns
• Resolve customer issues efficiently while delivering a positive customer experience
• Escalate complex concerns to the appropriate department when necessary
• Order & Account Management
• Assist customers with order placement, modifications, cancellations, returns, and other account-related requests
• Monitor, update, and maintain accurate customer accounts, order information, and customer records
• Process customer requests according to company policies and procedures

Issue Resolution

• Investigate and troubleshoot customer concerns to identify appropriate solutions
• Follow up on unresolved issues to ensure timely resolution
• Document all customer interactions accurately within company systems
• Quality & Compliance
• Adhere to company policies, procedures, service standards, and data confidentiality

requirements

Meet established productivity, quality, and customer satisfaction standards

Team Collaboration

• Collaborate with internal departments to resolve customer concerns and improve service delivery
• Participate in team meetings, training sessions, and continuous improvement initiatives
• Share feedback and recommendations to enhance the customer experience and operational efficiency
• Key Performance Indicators (KPIs)
• Achieve Customer Satisfaction (CSAT) targets
• Meet response time, resolution time, and First Contact Resolution (FCR) targets
• Maintain Quality Assurance (QA) scores
• Meet productivity, case volume, attendance, and schedule adherence targets
• Support customer retention and overall service quality objectives

About the Client

Our client is an established full-service eCommerce technology and operations provider with more than 20 years of industry experience. They help brands and retailers grow online through eCommerce technology, order fulfillment, branded customer service, digital marketing, analytics, billing, and international fulfillment. Their solutions connect manufacturers, distributors, and retailers across the digital commerce ecosystem. Through technology-driven operations and customer-focused support, they help businesses increase conversions, strengthen customer retention, improve lifetime value, streamline online operations, and deliver seamless shopping experiences across global markets. Join the Top 1% Talent. A better career. A better life. Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being. Apply now and experience the difference!