Customer Care Support (CCAS) | WFH | Day Shift | Weekends Off

Elevating Patient Care Through Seamless Hearing Support

Customer Care Support (CCAS) plays a strategic part in sustaining operational performance and customer loyalty. This is a long-term global career with Emapta built for top 1% professionals seeking premium career progression.

Snapshot

Work Setup: Permanent Work From Home

• Competitive Salary Package
• Permanent WFH arrangement
• HMO coverage with free dependent upon regularization
• Fixed weekends off
• 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://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

• 2 to 3 years proven experience in a customer service or call center role
• High school diploma or equivalent
• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Ability to multitask and manage time effectively
• Proficiency in CRM software and customer service tools

Responsibilities

• Handle inbound and outbound customer and third party calls in a timely and professional manner
• Respond to customer emails and chat inquiries efficiently
• Provide accurate information about hearing aid products, services, and policies
• Resolve customer issues and complaints with a focus on first-call resolution

• Accurately document customer interactions and transactions in the CRM system

• Adhere to company quality standards and protocols during all customer interactions
• Participate in regular quality assurance evaluations and feedback sessions
• Implement feedback and recommendations from quality assurance reviews to improve performance
• Monitor and maintain service level agreements (SLAs) and key performance indicators (KPIs)

• Proactively engage with customers to ensure long-term satisfaction
• Identify at-risk customers and implement retention strategies
• Handle customer inquiries related to account cancellations and provide alternatives to retain business

• Collaborate with team members to achieve common goals
• Share best practices and strategies for improving customer service
• Participate in team meetings and contribute to a positive team environment

About the Client

Renowned for its commitment to excellence, transparency, and measurable outcomes, our client continues to set industry standards while building lasting trust and elevating hearing health across the communities it serves.

Join the Top 1% Talent. A better career. A better life.

Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!