Tier 1 Customer Service Representative | Permanent WFH - San Jose del Monte
EMAPTA San Jose del Monte Full-time
Be the Voice of Design Innovation in Action
Deliver top-tier support in a tech-driven design industry that values fast, friendly, and fearless customer service. Take your career global-without leaving home. This is your chance to build a meaningful, international opportunity in the architecture design industry while supporting world-class tools and users.If you're driven by impact and love problem-solving, this is your moment to shine.
Job Description
As a Tier 1 Customer Service Representative, you will play a pivotal role in delivering exceptional support experiences through email, chat, and calls. You'll troubleshoot user issues, document bugs, prioritize customer satisfaction, and stay up-to-date with evolving products in a dynamic, design-centric environment.
Job Overview
Employment Type: Full-timeShift: Night shift
Work Setup: Permanent WFH
Exciting Perks Await!- Monthly incentives/bonus structure
- Competitive Salary Package
- Night differential pay to maximize your earnings
- HMO coverage with free dependent upon regularization
- Permanent WFH arrangement
- Prime office location in Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
- Emapta Customized Laptop with peripherals
- 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)
- 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
- 1-2 years of experience in a customer service or technical support environment, solving a minimum of 30 tickets per day (top performers close over 40)
- Must be willing to work at least 1 weekend day, and must be comfortable taking phone calls as main channel
- Aptitude to be the voice of the client by handling diverse customer issues via email, phone, and chat (strong English speaker)
- Highly organized in setting priorities, adhering to schedules, and delivering timely responses to customers
- Proven ability to meet high standards in CSAT, time to first response, and overall response time
- Strong troubleshooting skills and the ability to actively report bugs to engineering for fast resolution
- Eagerness to learn about and adapt to new product launches
- Demonstrated ability to stay calm when assisting stressed or upset customers
- Strong problem-solving and critical thinking skills, with a personalized approach to each issue
- Ability to maintain accurate records of customer interactions, transactions, comments, and complaints
- Solve a minimum of 30 tickets daily (top performers exceed 40)
- Represent the brand by handling customer concerns via email, phone, and chat
- Prioritize tasks and deliver timely, high-quality responses
- Report bugs to engineering teams to ensure fast resolution
- Stay informed on product launches and updates
- Demonstrate empathy, adaptability, and professionalism in all interactions
- Record interactions and maintain organized, accurate data
About the Client
Our client is a pioneer in architecture design technology, revolutionizing how professionals visualize, measure, and build spaces. With their innovative platform, they serve design professionals around the globe-backed by a team that champions precision, responsiveness, and customer satisfaction.Join a tech-forward company that's shaping the future of design support.
Welcome to Emapta Philippines!
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.Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #EmaptaEra!
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