Customer Service Representative (Entry-Level) | Day 1 HMO

Support Customers, Stay Balanced, Grow in the BPO World

Our client, VoiceTeam, is a trusted nearshore outsourcing partner based in the Dominican Republic, delivering tailored contact center and BPO services across industries such as telecommunications, healthcare, finance, and retail. With 15+ years of experience, they've built a strong reputation for service excellence, operational flexibility, and integrity.

VoiceTeam thrives on a values-driven culture, advanced customer care solutions, and real impact-both in business results and community engagement. They're not just a service provider-they're a growth partner who genuinely cares.

Job Description

As a Customer Service Representative, you'll handle voice interactions with empathy and efficiency, resolving customer concerns, documenting interactions, and escalating when needed. You'll be the first point of contact for support while maintaining professionalism and focus in a fast-paced, high-volume environment.

Job Overview

Work Setup: Onsite, Ortigas

• Day 1 HMO coverage with free dependent
• Competitive salary package
• Night differential pay to maximize your earnings
• Prime office location in Ortigas (Easy access to MRT stations, 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

• Open to candidates with a high school diploma or those who are college undergraduates
• English proficiency at B2 (Upper Intermediate), both written and verbal
• Strong computer navigation skills
• Flexibility to work rotating shifts
• Skilled in multitasking across different screens and tools
• Dependable with strong attention to detail
• Courteous with strong customer service orientation
• Tolerance for repetitive work in a fast-paced, high production work environment
• Previous customer service or contact center experience in the telecom industry is a plus
• Familiarity with troubleshooting & ticketing systems preferred

• Meet or exceed contractual Key Performance Indicators (KPIs) for service delivery
• Communicate clearly and empathetically with customers to understand their needs and provide accurate resolutions
• Deliver high-quality service using available resources to resolve customer issues
• Ensure customer issues are resolved to satisfaction
• Resolve customer concerns during the first interaction (First Contact Resolution)
• Document all customer interactions and resolutions accurately
• Troubleshoot basic issues related to connectivity, account errors, or service disruptions
• Escalate unresolved or complex issues to specialized teams following standard procedures
• Stay up to date on products, services, and company policies
• Participate in training programs and development opportunities
• Minimize customer wait times and resolve queries quickly
• Handle escalations and challenging situations professionally and respectfully
• Perform other duties as required

Who Are We

We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!