Customer Service Representative | Night Shift | Onsite | Baguio | Up to PHP 30K

Turn Travel Questions Into Seamless Tour Experiences

Navigate a rewarding path in the tourism industry—where your career and personal time cruise in harmony. This isn’t just another support role; it’s your boarding pass to a future with purpose, balance, and momentum.

Job Description

As a Customer Service Representative, you’ll manage high-volume calls, chats, and emails, helping guests plan, navigate, or resolve issues about tours and charters. You’ll deliver clear, timely, and respectful solutions that make every customer interaction a positive experience.

Job Overview

Work Setup: Onsite, Baguio

• Competitive Salary Package
• HMO coverage with free dependent upon regularization
• Night differential pay to maximize your earnings
• Prime office location in Baguio (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• 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

The Qualifications We Seek

You should have:

• At least 4–5 years of experience as a Customer Service Representative handling high volumes of calls, emails, and chats
• A Bachelor’s degree, completion of at least 2 years in college, or a 2-year technical or vocational course
• Excellent interpersonal, written, and spoken English communication skills
• A typing speed of 40 WPM or higher
• Flexibility with work hours in case slight adjustments are needed to meet peak call times
• Strong multitasking skills and the ability to ask intuitive questions to identify customer issues
• A customer-focused mindset and adaptability to various personality types
• A strong work ethic and the ability to manage multiple priorities in a fast-paced environment
• A professional and friendly attitude, with the ability to quickly build rapport over the phone
• The ability to handle stressful situations appropriately
• The ability to learn new systems, services, and processes
• A proven track record of delivering excellent customer service
• Strong listening, problem-solving, and multitasking skills
• Consistent attendance and a stable work history

Advantageous to have:

• Experience with Zendesk and RingCentral (other ticketing systems may be considered)
• Familiarity with the Eventbrite Ticketing system

• Answer all incoming calls and emails
• Resolve customer questions and complaints
• Keep customer satisfaction at the core of every decision and behavior
• Multi-task and talk on the phone while using a computer for long periods
• Stay upbeat and professional in difficult situations

Responsibilities:

• Handle heavy inbound and outbound calls
• Manage customer questions through online chat support
• Manage customer questions through email
• Follow communication scripts based on the topic
• Identify customer needs, clarify information, research issues, and provide solutions
• Recognize and document trends in customer calls and alert management
• Follow all communication procedures, policies, and guidelines
• Make customer satisfaction the top priority in all tasks
• Provide clear and complete answers to customer questions
• Address customer complaints with respect and professionalism
• Redirect customers to the correct departments or teams when needed
• Respond to customer calls in a timely and accurate manner
• Treat all customer concerns with professionalism and respect

About the Client

Whether it’s a family tour or a corporate event, they help people see Chicago from a whole new angle.

Who Are We

Be part of the #EmaptaEra. Apply now!