Customer Service Representative

Revolutionize Automotive Customer Experiences That Drive Loyalty

Our client is a leading Australian provider of customer engagement, CRM automation, contact center, and marketing solutions tailored for the automotive industry. With over 20 years of proven expertise, they empower dealerships to boost retention, deepen customer loyalty, and drive measurable growth. Their innovative technology and personalized support streamline operations while elevating every customer touchpoint. Trusted by top automotive groups across Australia and New Zealand, they consistently deliver impactful results, operational excellence, and exceptional customer experiences that set their partners apart.

Job Description

Customer conversations create lasting business impact when handled with care, accuracy, and purpose. The Customer Service Representative role lets you support an innovative automotive CRM provider while helping dealerships enhance bookings, retention, and customer satisfaction. Grow with Emapta through global exposure, work-life balance, meaningful career development, and a top 1% experience built for top 1% talent.

Job Overview

• Employment Type: Full Time
• Work Setup: Onsite, Ortigas
• Shift: Day Shift, 6;00am-3:00pm PH, Weekends Off

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift schedule
• Fixed weekends off
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Fully customized Emapta laptop with peripherals and a monitor
• 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://emapta.com/training-calendar/)
• 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

Required Experience

• 1 to 2 years of customer service experience in a BPO environment
• Ability to work independently while collaborating effectively with remote onshore teams
• Comfortable managing both inbound and outbound customer communications
• Skilled in resolving customer concerns and applying effective problem-solving techniques
• Quick learner with strong adaptability to new processes and systems
• Proficient in using appointment scheduling platforms, Dealer Management Systems (DMS), and CRM systems
• Experience in appointment setting, inbound call handling, and managing end-to-end online inquiries is preferred
• Automotive industry experience is highly regarded but not required
• Experience using AI tools is an advantage

Key Skills

• Excellent communication skills and professional phone etiquette
• Empathetic, courteous, and customer-focused approach
• Strong spoken and written English communication skills
• High attention to detail and commitment to data privacy standards
• Adaptable, coachable, and solution-oriented mindset
• Proficiency in CRM systems, DMS platforms, and other digital tools

Your Daily Tasks

• Respond to inbound inquiries via phone and digital channels on behalf of the dealership.
• Manage service appointments, including new bookings, reschedules, cancellations, and re-bookings.
• Conduct outbound calls for service due and overdue reminders, booking confirmations, post-service follow-ups, re-bookings, and event reminders.
• Engage with customers to assess satisfaction and provide service-related reminders.
• Perform CRM-related administrative tasks, including data verification and system updates.

Key Performance Indicators (KPIs)

• Achieve strong Customer Satisfaction Survey scores
• Maintain positive Business Experience Survey results
• Improve appointment-to-visit conversion rates
• Meet interaction volume targets, including calls handled, outbound calls made, and quotes sent
• Generate appointment bookings, including future services, overdue or lapsed services, and re-bookings
• Maintain high levels of service accuracy and quality
• Meet response time and responsiveness performance metrics

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.

Apply now and experience the difference!