Emapta
Responsibilities Assigned Task Execution and Support Administration Complete assigned franchise support tasks in accordance with instructions from the onshore Franchise Support/Customer Experience team Follow approved workflows, checklists, templates, and knowledge articles to complete routine process-based work Perform clearly defined administrative, CRM, ticketing, system, and follow-up tasks for the onshore team Send template-based or task-specific communications only when approved or directed by the onshore team Record accurate notes, updates, and outcomes in the relevant CRM, ticketing, or workflow system Monitor assigned tasks and complete follow-ups in accordance with agreed service standards Escalate unclear, incomplete, sensitive, or judgment-based matters to the onshore team before taking further action Ticketing, CRM, and Workflow Administration Log, categorize, update, and close support tickets in accordance with documented processes Maintain accurate CRM and system records, including notes, status updates, and relevant follow-up actions Categorize and update tickets based on documented rules or instructions from the onshore team Prepare information, update records, and organize support request details for the onshore team Identify frequent or recurring issues and bring them to the attention of the onshore team Assist with the administration of support queues, trackers, and workflow reporting Repeatable Process Execution Complete recurring administrative and system-based tasks in accordance with documented processes Follow step-by-step workflows, checklists, and task instructions accurately Complete high-volume, repeatable tasks within agreed timeframes Maintain consistency across standardized processes and templates Complete tasks only when the required actions, source information, and process steps are clearly defined Return tasks to the onshore team when instructions are incomplete, conflicting, or require interpretation Support process improvement by identifying recurring gaps or opportunities to clarify task instructions Systems and Platform Support Assist with routine system updates and administrative tasks across LJ Hooker platforms Support the delivery and administration of active corporate software solutions within approved procedures Complete template-driven updates in Canva, HubSpot, website CMS platforms, and internal LJ Hooker systems Maintain records, lists, and task trackers as directed by the onshore team Support basic system administration tasks where clear instructions and access permissions are provided Provide feedback to the onshore team on recurring execution issues, unclear task instructions, common system errors, and repeated user questions Data Entry, Validation, and Quality Assurance Enter, update, and maintain data across approved business systems Complete data checking, validation, and clean-up tasks Review records for completeness, accuracy, and consistency Perform quality assurance checks against documented criteria rather than discretionary judgment Identify data gaps, errors, or inconsistencies and escalate them to the onshore team Support ongoing quality assurance processes and reporting requirements Maintain confidentiality and accuracy when handling internal business and franchise network information Escalation and Role Boundaries Escalate complex, sensitive, commercial, legal, compliance, or relationship-based matters to the onshore Franchise Support/Customer Experience team Escalate unclear, ambiguous, incomplete, or unusual requests before taking action Avoid acting as the primary interpreter of franchise office needs or owning franchisee relationships Avoid determining business responses that require judgment, prioritization, negotiation, or relationship management Avoid making discretionary decisions or commitments on behalf of LJ Hooker Avoid providing advice outside approved scripts, templates, or documented support materials Follow approved escalation pathways for matters requiring subject matter expert input Ensure franchisee-facing responses remain within the approved scope of the role Seek clarification from the onshore team when requests are unclear, unusual, or outside documented processes About the Client Our client is one of Australasia's most iconic and award-winning real estate organizations, setting the industry benchmark for nearly a century . With an expansive network of more than 400 offices and thousands of property professionals, the company has facilitated billions in real estate transactions while managing one of the region's largest property portfolios. Recognized for excellence in innovation, marketing, digital transformation, and professional development, it continues to shape the future of real estate through operational excellence, trusted expertise, and an unwavering commitment to customer success. Join the Top 1% Talent. A better career. A better life. Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026 , Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.
Emapta
