About the role
Elevate Your Career with a Premier Australian Facilities Services Leader
Reliable facilities operations depend on fast responses, precise coordination, and clear communication. The Customer Service Representative keeps services moving by managing requests, dispatching resources, and updating clients during routine and urgent situations. Build a long-term global career with Emapta while supporting an established Australian services provider in a role crafted for top 1% talent seeking growth, purpose, and professional impact.
Snapshot
- Employment Type: Full-time
- Work Setup: Permanent Work From Home
- Shift: Rotating Schedule, Shifting Days Off
Benefits
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Permanent WFH arrangement
- 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
- Minimum of 2-3 years of relevant experience in a help desk, service desk, customer service, or operations coordination role
- Strong English verbal and written communication skills
- Excellent organizational, prioritization, time-management, decision-making, and problem-solving abilities
- Proficiency in Microsoft Office and online systems
- Experience in reporting, data entry, recordkeeping, email management, and KPI tracking
- Knowledge of work order management, help desk support, troubleshooting, and escalation management
- Familiarity with facilities management, cleaning, or maintenance coordination is an advantage
- Proven ability to manage urgent requests and work independently
- Strong attention to detail, adaptability, and accountability
- Willingness to support 24/7 operations, including night shifts, weekends, and public holidays
- Availability to work a rotating schedule based on business and operational requirements
Responsibilities
- Receive and manage incoming calls, emails, and service requests.
- Log, allocate, and monitor work orders through completion.
- Coordinate emergency cleaning services and after-hours callouts.
- Dispatch cleaners, supervisors, and subcontractors as required.
- Escalate critical incidents and urgent concerns to management.
- Monitor contractual response times and ensure work orders are closed correctly.
- Maintain accurate records, service notes, and shift handovers.
- Provide professional customer service and regular updates to clients.
- Prepare reports and track relevant operational metrics and KPIs.
- Perform additional administrative, reporting, and related tasks to support the team's operational requirements.
About the Client
Our client is one of Australia's largest privately owned providers of cleaning and integrated property services, with more than five decades of industry experience. Supported by a nationwide presence, a 24/7 help desk, and ISO-certified management systems, the company delivers responsive solutions to major government and private-sector organizations. Its broad capabilities span cleaning, maintenance, security, environmental services, hygiene, pest control, and workforce support, reflecting a longstanding commitment to safety, innovation, quality, and reliable service across diverse industries and communities nationwide.
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!
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