Emapta
Responsibilities Customer Support Respond to customer inquiries via email, chat, and other support channels in a timely and professional manner Deliver outstanding customer experiences by resolving issues efficiently and empathetically Maintain high customer satisfaction scores and service quality standards Escalate complex issues to the appropriate internal teams when necessary Product Customization Support Assist customers throughout the product customization process Review and verify customization requests for completeness and accuracy Coordinate with internal teams to ensure customer requirements are properly communicated and fulfilled Manage customer expectations regarding production timelines and customization limitations Warranty & Product Defect Resolution Handle warranty claims and product defect inquiries Investigate customer concerns by reviewing supporting documentation and order history Coordinate replacements, repairs, refunds, or other appropriate resolutions in accordance with company policies Communicate next steps and resolution timelines clearly to customers Order Management Track customer orders from placement through delivery Resolve shipping, delivery, and fulfillment issues Work closely with logistics and operations teams to ensure timely order completion Customer Experience Improvement Identify recurring customer issues and recommend process improvements Maintain accurate customer records and case documentation within CRM systems Contribute to the development of customer service knowledge base articles and standard operating procedures Support continuous improvement initiatives aimed at scaling customer support operations Success Measures Achieve Customer Satisfaction (CSAT) score targets Meet First Response Time (FRT) service level targets Maintain Average Resolution Time within established targets Improve First Contact Resolution (FCR) rates Ensure compliance with Service Level Agreements (SLAs) Maintain high Quality Assurance (QA) scores Increase customer retention and generate positive customer feedback Ensure the accuracy and completeness of case documentation About the Client Our client is an internationally recognized premium performance eyewear brand trusted by elite athletes, outdoor enthusiasts, and customers across global markets. Driven by innovation, sustainability, and precision craftsmanship, the company has earned a reputation for delivering high-quality products and exceptional customer experiences. With a rapidly growing international presence and a strong digital-first business model, the organization continues to set new standards in product customization, customer engagement, and operational excellence, creating meaningful opportunities for professionals who thrive in high-performance environments. 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
