Customer Service Advisor | Work From Home | Flexible Shift | Up to

Advance High-Income Careers Through Exceptional Customer Service

Build trust where career ambition and customer experience meet. The Customer Service Advisor protects revenue, resolves complex payment disputes, and guides professionals through a premium career platform trusted by leading employers. Your work strengthens customer loyalty and business performance worldwide while opening a long-term global career with Emapta, where top 1% talent gains stability, growth, balance, and exceptional global opportunities.

Snapshot

Employment Type: Full-time

Work Setup: WFH | Onsite for client visits (1-4x/year) | Makati

Shift: Flexible Shift (Rotating Schedule), Shifting Off

Salary: PHP 23,000- PHP 38,000

Benefits

  • Competitive Salary Package
  • Work From Home arrangement
  • HMO coverage with free dependent upon regularization
  • 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
Qualifications

Required

  • Minimum of 6 months of hands-on experience in chargeback management, payment disputes, or fraud operations, including rebuttal writing and chargeback reason code knowledge
  • Minimum of 3 to 5 years of customer service experience, preferably in the technology, software, voice, or hospitality industries, supporting voice, chat, and email channels
  • Must have a stable postpaid fiber internet connection
  • Excellent verbal and written English communication skills
  • Strong analytical skills with keen attention to detail when reviewing transaction records and documentation
  • Amenable to a shifting schedule (Monday to Friday, with coverage between 7:00 PM and 12:00 PM Manila time)
  • Dependable, punctual, and a collaborative team player
  • Comfortable working in a fast-paced, high-growth environment
  • Must be residing within Metro Manila or nearby Provinces
Preferred
  • Experience using Kustomer, Zendesk, or similar CRM platforms, including ticket workflows, macros, and tagging
  • Familiarity with Visa, Mastercard, American Express, and Discover chargeback rules and dispute resolution timelines
  • Experience supporting e-commerce, fintech, or subscription-based businesses
  • Knowledge of fraud prevention practices and risk indicators
  • Experience using payment processors such as PayPal, American Express, and Worldpay
  • Tech-savvy with the ability to navigate multiple systems simultaneously
Responsibilities

Chargeback Management (Primary)

  • Receive, log, and investigate chargeback and payment dispute claims submitted through banks or card providers
  • Review transaction records, order history, and supporting evidence to validate disputes
  • Prepare and submit chargeback rebuttal packages within required deadlines in compliance with card network rules
  • Monitor chargeback ratios and identify recurring fraud patterns or systemic issues
  • Coordinate with Finance and internal teams to track dispute outcomes and reconcile adjustments
  • Maintain current knowledge of chargeback reason codes and dispute resolution requirements
  • Document chargeback cases, supporting evidence, and resolutions accurately in the CRM system
Customer Service Duties (Secondary - when there is no active chargeback workload)
  • Assist customers in navigating the website and maximizing available features
  • Respond to customer inquiries via phone, email, and live chat
  • Recommend relevant services and assist customers with purchases when appropriate
  • Develop a strong understanding of the platform, career pathways, and industry structures to better support job seekers
  • Identify re
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