Customer Service Representative | Project-Based | Baguio
Be the Voice Behind Unforgettable River Cruise Experiences
In this role, you'll help others navigate unforgettable city cruises-while enjoying smooth sailing in your own work-life balance. Chart a new course for your future without drifting into burnout.
Job Description
As a Customer Service Representative, you'll be the voice of a beloved tourism brand, assisting travelers through calls, chats, and emails. Your role is key in ensuring customers enjoy smooth experiences, from answering trip inquiries to resolving service issues-all while working onsite in vibrant Baguio.
Job Overview
Employment type: Project-basedShift: Night shift
Salary: PHP 25,000 to PHP 30,000
Work setup: Onsite, Baguio
Exciting Perks Await!- Competitive Salary Package
- Night differential pay to maximize your earnings
- HMO coverage with free dependent upon regularization
- 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
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
- Bachelor's degree, completion of at least 2 years in college, or a 2-year technical/vocational course
- Excellent interpersonal, written, and oral English communication skills
- At least 4-5 years of experience as a Customer Service Representative handling high volumes of calls, emails, and chats
- Typing speed of at least 40 WPM
- Flexibility with work hours to adjust to peak call times when needed
- Ability to multitask and ask intuitive questions to understand customer issues
- Strong customer focus and adaptability to various personality types
- Strong work ethic and self-starter attitude with the ability to manage multiple priorities and adapt to change in a fast-paced environment
- Professional and friendly demeanor with the ability to quickly build rapport over the phone
- Ability to handle stressful situations appropriately
- Ability to learn new systems, services, and processes quickly
- Proven ability to deliver excellent customer service
- Strong listening, problem-solving, and multitasking skills
- Consistent attendance and stable work history
Advantageous to Have:
- Knowledge of Zendesk and RingCentral (experience with other ticketing systems will be considered)
- Experience with the Eventbrite Ticketing system
- Handle high volume of inbound and outbound calls
- Respond to customer support questions via online chat support
- Address customer support questions via email
- Follow communication scripts for various topics
- Identify customer needs, clarify information, research issues, and provide solutions
- Document and report trends in customer calls to the management team
- Follow all communication procedures, policies, and guidelines during every interaction
- Prioritize customer satisfaction in performing all duties and responsibilities
- Provide clear and sufficient answers to all customer queries
- Resolve customer complaints respectfully and professionally
- Redirect customers to appropriate departments and teams when necessary
- Respond to customer service calls promptly and accurately, ensuring respectful and professional treatment of all concerns
About the Client
Our client, a leading Chicago-based tourism company, specializes in immersive architecture tours via luxury river cruises. With expert guides and a top-tier vessel, they offer unforgettable views of the city's skyline and historic landmarks. Known for their exceptional customer service and vibrant onboard experience, they create the perfect mix of education, sightseeing, and celebration.
Who Are We
Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation.Be part of a company that supports your personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!