Customer Experience Specialist - Digital null

About Emapta

Emapta is a premium outsourcing company providing offshore staffing services with expertly sourced and immediately accessible talent that aligns with your operational standards, brand, and culture.

Your role

Job description

As a Customer Experience Specialist – Digital you will deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts. If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

What awaits you in this role?     

• Utilize excellent written and verbal communication skills to interact clearly and concisely with customers to provide a world-class customer service experience.
• Interact with customers primarily through inbound digital channels including live chat, email, and SMS.
• Analyze customers’ concerns to understand why they are reaching out to them.
• Be able to acknowledge customers' concerns, clarify the issue, determine the cause of the problem, select and explain the best solution and, if necessary, follow up to ensure resolution.
• Recommend potential process or technology improvements to internal InDebted teams based on daily interactions with customers.
• Align behaviors with InDebted’s values.
• Comply with applicable laws, regulations, policies, and procedures.
• Help thousands of customers on their debt-free journey, using your deep understanding of our product and their situation to help reach the best outcome and turn their experience into a positive event.
• Actively participate in training initiatives to grow your skills and knowledge, for both this role and future opportunities.
• Meet and exceed key metrics:

• Productivity: 85%+
• Quality: 90+
• CSAT: Coming Soon

Training & development

To help their staff grow further in their careers, they offer ongoing training and professional development, individual coaching and mentoring, cultural and communications training, and exposure to world-class leadership and technology.

Compensation & benefits

Employees can expect the following benefits include:

• HMO coverage
• Permanent WFH set-up
• 5-day work week;
• Unlimited PTO
• Direct exposure to international clients
• A total of 20 annual leaves are to be used at your discretion
• Realistic career growth opportunities
• Upskilling through Emapta Academy
• Diverse and supportive work environment
• Salary: PHP 38k package

Career progression

Emapta empowers employee career progression by offering diverse opportunities, mentorship, and skill-building initiatives. This cultivates a dynamic workforce, drives professional growth, and ensures long-term success for both individuals and the company.

Work-life balance

Because the best people deserve only the best treatment, they treat their staff like family – a value that is truly Filipino. Whether in the office or working from home, the benefits, well-being programs, and values they promote encourage a healthy balance of work and life.

Company culture

The welfare and best interest of their staff will always be at the core of everything they do. You see, their entire business model relies on their ability to attract and retain the most outstanding talent.

About you

What do you need to succeed?   

• Required: Collections background
• Self-motivated and resourceful - You should possess critical thinking and problem-solving skills to provide the highest level of service to customers
• Highly dependable and flexible
• A high level of proficiency in utilizing web-based tools to interact with customers and document steps taken
• Ability to successfully multitask and interact with up to 5 different customers simultaneously through various digital channels 

Here’s an overview of your future role:

• Employment type: Full-time
• Shift: Shifting
• Work setup: Permanent WFH

How to apply

To submit your application for this position, please click the "Apply on employer site" button located on this page, and then proceed by clicking the "I'm Interested" button.

Source/s:

• emapta.com
• youtube.com