Emerson’s 130+ years of history have been filled with achievements and challenges that have driven innovative thinking and bold transformations, molding us into the company we are today. By joining us as a Specialist II Customer Care you get to echo this promise as you join talents that bring inspiration to life.

In this capacity, you will be able to show excellent customer service as Emerson’s frontline representative. You will be able to share your suggestions and ideas on how Emerson can improve the experience of the customer. 

If this sounds like a perfect fit for you, apply now and join our team in Mandaluyong City, Philippines!

In this role, you will:

•     Respond, log, and monitor non-engineering customer chats, calls and e-mails (general and commercial inquiries) in our business systems (OSC incidents, CRM Leads, Opportunities, Support Requests).

•     Validate customer information and product inquiries, including its levels, classification, and tiering.

•     Route inquiries to correct contact or allocates Requests/Tasks/Emails to appropriate support.

•     Log/Record inquiries and new customers in the system including records updating like request for address book set-up.

•     Handle online store support – from collecting and verifying customer information, recording/registering them, walking them through using the store and submitting request to the appropriate group (ITSS, CVDH etc.)

•     Guide customer on locating reference documents, using online self-service tools, and finding correct sales office/BU contacts.

•     Communicate with resource person to get input/raw data needed for report generation.

•     Create reports of captured leads, opportunities, orders, and campaigns based on standard templates.

•     Provide periodic (and as needed) data analysis on commercial-related activities.

•     Provide recommendations based on findings from data analysis.

Create and execute basic/overview/awareness training on product, process, and business tools. Supports projects related to quality improvement (e.g. Problem Solver, QMS, etc.)

For this role, you will need:

Graduate of any 4-year course (Business/Management-related an advantage) with at least 3 years of experience in a global contact center environment with primary focus on customer service/care role via chat, phone and/or email. Intermediate knowledge on MS Office Application Intermediate knowledge on MS Excel (customer data reporting and analysis) Above average communication skills (oral and written) Intermediate knowledge on Emerson products and services

Who you are:

This role is primarily responsible in handling customer contact inquiries and provide appropriate resolution, through the customer’s preferred and available communication channels.  This role is vital in shaping customer’s first impression on Emerson, as one company, its mission and core values. This role is expected to support continuous improvement projects to ensure Emerson continues to meet and exceed customer’s expectations, and to ensure Emerson continues to be easy to do business with to its customers. 

Our Culture & Commitment to You

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results. 

We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

#LI-Hybrid