Customer Service Specialist | WFH | Day Shift | Day 1 HMO - Manila

Make Every Event Experience Extraordinary

This is your ticket to a global career in the exciting world of events. Support international festivals, sports, and shows while mastering customer service excellence. From your home base, you'll grow skills, collaborate with global teams, and play a key role in delivering unforgettable crowd experiences.

What You'll Do

Be part of our client's team as a Customer Service Specialist, where you'll serve as the first point of contact for customers. You'll handle inquiries, resolve issues, and ensure every interaction reflects excellent service.

Role Snapshot

Work Setup: Permanent WFH

• Day 1 HMO coverage with free dependent
• Competitive salary package
• Permanent WFH arrangement
• Prime office location in Makati (for onsite needs)
• Day shift schedule
• 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://bit.ly/EmaptaTrainingCalendar)
• Free 24/7 access to gyms (Ortigas and Makati) with a physical fitness trainer
• Exclusive lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited employee referral incentives
• Standard government and Emapta benefits
• 20 annual leaves (5 convertible to cash)
• Fun employee engagement activities
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

• Strong attention to detail, ensuring accuracy and thoroughness in all tasks
• Customer-centric mindset with empathy and a focus on exceeding expectations
• Ability to work collaboratively with colleagues and cross-functional teams
• Effective time management skills to plan, prioritise, and meet deadlines
• Solid understanding of products and services offered
• Minimum of 3 years of relevant experience
• Proven customer service support experience in a SaaS or tech environment
• Background in the event management sector (preferred)
• Diploma-level qualification in administration, business, or ICT
• Intermediate written and verbal communication skills
• Experience in problem-solving for external customers and stakeholders
• Ability to resolve complex ticketing escalations

What You'll Be Responsible For

• Respond to inquiries via multiple communication platforms from both clients and end users
• Meet or exceed SLA response and resolution times
• Ensure customer satisfaction by demonstrating empathy, clarity, and accuracy in all communication

• Assist customers with ticket purchases, delivery issues, refunds, access, and troubleshooting
• Resolve issues within SLA and reduce ticket reopening rate
• De-escalate difficult situations calmly and effectively while maintaining accuracy and empathy

• Identify, troubleshoot, and document technical problems
• Escalate complex issues to internal teams with clear and detailed tickets
• Prioritise critical or time-sensitive issues and achieve high first-contact resolution for tier-1 issues

• Maintain accurate internal records for customer issues and resolutions
• Contribute to help centre articles and FAQs to improve usability and reduce future support volume
• Provide internal feedback to enhance knowledge base content

Meet the Client

With innovative tools like dynamic pricing, real-time analytics, secure payments, and white-label ticketing, our client empowers clients to stay in control of their data and elevate every stage of the attendee journey. Passionate about events, their team thrives on creating solutions that transform crowd management into sold-out success.

Welcome to Emapta Philippines!

Apply now and be part of the #EmaptaEra!