Customer Service Representative

Deliver World-Class Support, One Call at a Time

Step into the fast-paced world of customer service in the car parking solutions industry. If you thrive on meaningful interactions and want to work with a company that values precision and professionalism, this role is your perfect match. Join a dynamic team that offers international exposure, meaningful work in the car park industry, and a chance to make your mark from your home country.

Job Description

As a Customer Service Representative, you will provide front-line support to various customer types, ensuring prompt resolution of inquiries, processing refunds, and managing accounts-all while maintaining service excellence across multiple communication channels.

Job Overview:

Employment Type: Full-time

Shift: Shifting

Work Setup: Onsite, Ortigas

Salary: PHP23,000 to PHP25,000

Exciting Perks Await!

• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• HMO coverage with free dependent upon regularization
• 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 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

The Qualifications We Seek

• At least 6 months of customer service experience in the BPO industry
• Excellent verbal and written communication skills, with the ability to effectively coordinate with team members and other departments
• High levels of computer literacy and data entry proficiency
• Proven experience in customer service operations, demonstrating the ability to perform duties effectively and professionally
• Strong professional attitude, with a commitment to maintaining a high standard of service and conduct
• Ability to perform all assigned duties efficiently and accurately under reasonable direction and supervision
• Strong analytical skills, with the ability to assess complex situations and make informed decisions quickly
• A genuine, enthusiastic commitment to working as part of a collaborative team
• Initiative, common sense, and a logical approach to problem-solving
• Ability to stay calm and make sound decisions under high-pressure situations
• Strong organizational skills and a professional attitude toward task management and prioritization
• Commitment to representing company with professionalism and upholding the company's trust and values
• Understanding of both internal and external environments, taking responsibility for delivering work outcomes with efficiency, professionalism, and integrity
• A commitment to personal development, working collaboratively to achieve the best outcomes
• Demonstrated adherence to and embodiment of company's values: People First, Resilience, Integrity, Daring, and Passionate

Your Daily Tasks

Position Overview:

• Deliver exceptional customer service by handling inbound inquiries from various account types, including casual, perm, and subscription-based customers
• Provide prompt and accurate assistance to address customer concerns efficiently and professionally
• Handle multiple tasks, resolve issues quickly, and maintain a positive experience across all communication channels

Responsibilities:

• Answer all incoming phone calls and provide first-line customer support with a high standard of service
• Assist perm account holders with inquiries, complaints, and account changes; escalate payment-related issues as needed
• Support subscription account holders with inquiries and requests for changes
• Provide accurate information on car park rates, entry conditions, locations, and online purchase options
• Manage the full case lifecycle and ensure resolution within the specified service level agreements (SLAs)
• Review and process approved refund requests for casual parkers promptly
• Issue monetary refunds for perm and subscription account holders
• Input customer and inquiry details accurately by following approved workflows and ensuring compliance with internal processes

About the Client

Our client is a global leader in the parking solutions industry, managing over a million parking spaces across key cities worldwide. With a legacy of innovation, advanced in-house technologies, and ISO-certified operations, they provide smart, efficient, and secure parking solutions to major commercial centers, hospitals, airports, and corporate facilities. Their entrepreneurial spirit drives continual optimization of the parking experience-treating every site as a retail environment and unlocking its full potential.

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!