[Hiring] Customer Service Support @Emapta

Role Description

Deliver Exceptional Customer Experiences Across Global E-Commerce Markets. Turn excellent customer support into lasting business relationships across international marketplaces! Become a Customer Service Support professional and help UK e-commerce brands maintain service quality, resolve customer concerns, and protect their reputation. With Emapta, gain exposure to global digital commerce operations while enjoying career stability, professional growth, and a top 1% experience that values work-life balance.

Qualifications

• 1 to 3 years of relevant experience in customer service, customer support, or a related field
• Excellent written and verbal English communication skills
• Proven ability to provide clear, detailed, accurate, and professional responses to customer inquiries
• Strong work ethic, sense of ownership, and accountability for customer concerns
• Ability to manage multiple customer conversations efficiently while maintaining prompt response times and service quality
• Sound judgment in resolving customer issues independently and escalating complex concerns when necessary
• Excellent organizational skills and strong attention to detail
• Ability to work UK-aligned hours and collaborate effectively with UK-based teams
• Proactive, self-motivated, and adaptable approach, with the ability to work independently with minimal supervision

Requirements

• Experience in e-commerce customer support or online marketplace operations (preferred)
• Familiarity with TikTok Shop or other e-commerce platforms, such as Amazon and Shopify (preferred)
• Experience supporting consumer brands in fast-paced e-commerce environments (preferred)

Benefits

• Day 1 HMO coverage with a free dependent
• Competitive salary package
• Permanent work-from-home arrangement
• Fixed weekends off
• Salary Advance Program through our banking partner (eligibility and approval are subject to bank assessment; available to account holders with a minimum of 6 months of company tenure)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms in 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
• A total of 20 annual leave credits to use at your discretion (including 5 credits convertible to cash)
• Fun employee engagement activities
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Your Daily Tasks

• Respond promptly and professionally to customer inquiries through TikTok Shop messages and other relevant support channels
• Provide clear, detailed, and accurate responses to customer questions about orders, products, deliveries, returns, and refunds
• Maintain a consistent brand tone and professional communication style across all customer interactions
• Meet platform and internal service-level agreements (SLAs) for response times and service quality
• Identify recurring or complex customer issues and escalate concerns to the appropriate internal teams when necessary
• Recognize and flag urgent issues, including delivery delays, defective products, payment concerns, and platform-related problems
• Collaborate with operations, fulfillment, and brand teams to ensure complete and timely resolution of customer issues
• Document customer concerns, resolutions, and follow-up actions accurately for future reference and reports
• Support daily customer service operations through the TikTok Shop platform
• Follow internal standard operating procedures (SOPs) and recommend improvements to customer experiences and operational workflows
• Review customer feedback, product reviews, and recurring service concerns to identify opportunities for improvement
• Ensure compliance with TikTok Shop policies and established customer service standards
• Prepare and contribute to weekly customer service reports that cover response times, issue categories, escalations, and customer feedback trends
• Analyze customer service data, identify recurring issues, and report trends that may affect brand performance or customer satisfaction