Emapta
Key Responsibilities Customer Support & Case Resolution • Maintain a positive, empathetic, and professional attitude toward customers • Respond promptly and accurately to customer inquiries, complaints, and escalations • Use strong product knowledge and approved resources to provide accurate answers and solutions • Investigate customer concerns, identify root causes, and provide appropriate resolutions or escalations • Process customer requests according to established policies and procedures • Assess customer issues and determine the most appropriate resolution or escalation path • Manage difficult customer conversations calmly and professionally • Provide timely, accurate, and professional support through approved support channels • Follow proper escalation procedures for unresolved, high-risk, or policy-sensitive cases Communication & Collaboration • Communicate clearly, professionally, and effectively with customers and internal stakeholders • Coordinate with internal teams, team leads, quality analysts, and business stakeholders to obtain support, clarification, or case resolution • Support Tier 1 agents with escalated or complex customer concerns • Ensure all customer communications are clear, complete, grammatically correct, and aligned with the brand tone Documentation & Compliance • Maintain accurate records of customer interactions, transactions, comments, complaints, and resolutions • Follow account-specific guidelines, data privacy requirements, and information security standards • Maintain strong knowledge of products, services, customer journeys, policies, and common support scenarios • Adapt to business needs, product updates, policy changes, and support processes Process Improvement & Performance • Provide feedback to improve customer service processes, knowledge base articles, support workflows, and customer experience • Identify documentation, workflow, or communication gaps and recommend process improvements • Recognize recurring issues and recommend continuous improvement opportunities • Review escalated cases and determine next steps based on customer needs, policies, and business impact • Achieve volume, quality, productivity, attendance, and customer satisfaction targets Systems & Technical Support • Troubleshoot customer issues by gathering information, reviewing data, and identifying possible causes • Navigate CRM systems, support tools, productivity applications, and internal platforms efficiently • Learn new software, product tools, and workflow systems quickly • Maintain accuracy and speed while working across multiple systems About the Client • Our client is a global platform of builder-led businesses focused on helping people learn, work, and accomplish more through innovative learning and productivity solutions. The organization partners with visionary entrepreneurs to grow high-performing businesses while fostering collaboration, continuous improvement, accountability, and innovation. Their mission is to create meaningful impact by making learning and productivity more accessible, effective, and affordable for people worldwide. • 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
