Customer Service Agent | Onsite | Night Shift | Day 1 HMO | Up to PHP65K

• BPO Customer Excellence at the Heart of International Service
• Employment Type: Full-time
• Work Setup: Onsite, Ortigas (SM Megatower)
• Shift: Night Shift, Weekends OffSalary: PHP 60,000 - PHP 65,000Job Description

Customers remember service that is clear, accurate, and dependable-especially when demand is high. As a Customer Service Agent, you'll bring proven BPO expertise to 60+ daily calls, multi-system case handling, and effective customer resolutions while expanding your capabilities through email support cross-training. You'll also become part of a pioneer team, gaining early exposure and growth opportunities as the operation develops. At Emapta, Top 1% talent gains a Top 1% experience through international exposure, continuous learning, career stability, and meaningful long-term progression.

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, with the confidence to explain information clearly and address customer concerns professionally
• 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
• Demonstrated initiative, accountability, and reliability in completing priorities and consistently delivering high-quality results

Sound judgment and problem-solving skills, including the ability to interpret information, anticipate problems, make informed decisions, escalate concerns, and mitigate risks

• Commitment to organizational values, shared objectives, knowledge sharing, and supporting others through change
• Growth mindset with strong self-awareness, emotional intelligence, and commitment to continuous learning and improvement

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 escalate 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

Benefits

• Pioneer team exposure with long-term growth potential
• Day 1 HMO coverage with free dependent

Competitive Salary Package

• Night differential pay to maximize your earnings
• Fixed weekends off
• Prime office location in Ortigas (Easy access to MRT stations, 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 on 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

Join the Top 1% Talent. A better career. A better life. At Emapta Philippines, careers are built with intention. Work with global clients, gain exposure to world-class standards, and grow in an environment designed for long-term success. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta stands among the region's most respected employers, committed to empowering talent through stability, opportunity, and continuous development. Step into a career that moves with you. Apply today!