B2C Customer Service Representative | Permanent WFH | Night Shift | PHP28K

Deliver Exceptional Customer Service Across Digital Financial Services

iCash is a fast-growing Canadian digital lending provider making short-term financial support more accessible through technology. Its online platform enables customers to apply anytime, receive rapid lending decisions, complete secure digital agreements, and access funds quickly through e-Transfer. Supported by responsive customer service and digital tools that simplify account management, iCash continues to strengthen its position in Canada's fintech sector by combining speed, convenience, transparency, and a customer-first experience.

About the Role

Digital financial services move quickly, and exceptional customer support makes that speed meaningful. As a B2C Customer Service Representative, you'll use your US client experience to resolve inquiries, address account and payment concerns, and support customers across multiple channels for iCash, a Canadian provider delivering accessible financial services through technology. Bring proven WFH and night-shift experience to Emapta and gain permanent remote flexibility, international career exposure, continuous development, and the stability to grow for the long term.

Your Global Customer Service Career at a Glance

• Employment Type: Full-time
• Shift: Night Shift (Monday to Friday, 9:00 AM-6:00 PM EST), Consecutive Days Off
• Work Setup: Permanent Work From Home
• Salary: PHP 28,000

The Qualifications We Seek

• At least 3 years of Customer Service Representative experience supporting U.S. clients
• At least 1 year of work-from-home experience in a customer service role
• Proven experience working night shifts
• Hands-on experience providing customer support through email, SMS, and phone channels
• Strong knowledge of customer service best practices
• Excellent written and verbal English communication skills
• Strong problem-solving, analytical, and decision-making abilities
• Ability to navigate multiple systems and communication platforms efficiently
• Customer-focused, adaptable, and able to perform effectively in a fast-paced environment
• Collaborative team player with a willingness to learn and grow

Your Daily Tasks

Multichannel Customer Support

• Provide exceptional customer support through live chat, email, SMS, and phone channels.
• Conduct in-depth research, follow up with customers, identify customer needs, and assign appropriate priority levels.
• Respond to inquiries regarding the application process and application status.

Technical Support & Complaint Resolution

• Provide technical assistance and resolve issues related to mobile applications and websites.
• Acknowledge, investigate, and resolve complex customer complaints.
• Follow established policies, procedures, and service standards.

Account & Payment Management

• Post customer payments accurately to customer accounts.
• Process balance adjustments accurately on customer accounts.

Performance & Quality

• Achieve established performance goals and quality expectations.

Additional Responsibilities

• Perform other duties and responsibilities as assigned by the supervisor or manager.

Exciting Perks Await!

• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• HMO coverage with free dependent upon regularization
• Fixed weekends off
• 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 at your own discretion
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Join the Top 1% Talent. A Better Career. A Better Life.

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.

Apply now and be part of the #EmaptaEra.