7,539 Service Excellence jobs in the Philippines

Driving Excellence, Inspiring Growth

Redefine service delivery standards and create impact on a global scale. Step into a global career opportunity where your expertise in service excellence can make a lasting mark. This role offers the chance to lead, innovate, and deliver international-level support-without leaving the Philippines. Advance your career, expand your reach, and make your mark in the outsourcing industry.

Job Description

As a Service Excellence Manager, you will lead a team of SMEs, oversee critical processes, and drive continuous improvements that ensure efficiency, compliance, and superior service delivery. You'll manage escalations, mitigate risks, and champion a culture of excellence across global operations.

Job Overview

Employment type: Full-time

Shift: Flexible shift

Work setup: Hybrid, Ortigas

Exciting Perks Await

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Flexible shift schedule
• 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 )
• 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 (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

The Qualifications We Seek

Education:

• Bachelor's degree in Business Administration, Management, Marketing, Operations, or related field.

Experience:

• 5-7 years in customer service, operations, service quality, or customer experience management.
• 2-3 years in a supervisory/managerial role leading service delivery initiatives.
• Proven success implementing customer experience or service excellence programs.

Knowledge & Skills:

• Strong understanding of CX frameworks (NPS, CSAT, CES, COPC, ISO).
• Proficiency in data analysis and customer feedback tools (Zendesk, Salesforce, Medallia, Qualtrics).
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
• Familiarity with digital tools, CRM systems, and process automation.
• Strong communication, presentation, and interpersonal skills.
• Strategic thinker with problem-solving and decision-making capabilities.
• Resilient, adaptable, and able to manage multiple priorities in fast-paced environments.
• Customer-centric mindset with a passion for delivering exceptional service.

Your Daily Tasks

Leadership & SME Oversight:

• Lead and develop a team of SMEs, ensuring accurate guidance and support.
• Act as the main SME for complex processes such as client invoicing, company tools, and service-related matters.
• Ensure SME knowledge, documentation, and processes are consistent and aligned.

Service Excellence & Process Management:

• Review, design, and document processes to enhance efficiency, compliance, and quality.
• Collaborate with stakeholders to streamline workflows and remove friction points.
• Regularly update, communicate, and implement processes across teams.
• Manage and maintain the knowledgebase.

Escalation & Problem-Solving:

• Serve as the primary point of contact for escalations, resolving issues quickly and effectively.
• Conduct root cause analysis of recurring issues and recommend preventive actions.
• Partner with cross-functional teams for long-term solutions.

Risk Identification & Mitigation:

• Identify service risks, gaps, and compliance issues.
• Design and implement proactive risk-mitigation strategies.
• Monitor performance and escalate systemic risks as necessary.

Collaboration & Continuous Improvement:

• Work with Operations, Training, and QA to align processes with business goals.
• Provide insights and recommendations to leadership on service improvements.
• Champion a culture of service excellence and continuous improvement.

Other Responsibilities:

• Abide by all company-assigned duties and responsibilities.
• Comply with orders and instructions given by company representatives.
• Perform other administrative or non-administrative tasks as assigned.

Why We Stand Out Among the Rest:

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

• Tim Vorbach, CEO

QUALIFICATIONS

• Earned a Bachelor's Degree in any field
• Six Sigma Greenbelt/Blackbelt and /or Lean Sigma certification
• At least 5 years of managerial experience in the same industry
• Lead experience in various operational functions in the industry like Training, Quality, Workforce, Operations
• Experience in change management, stakeholder management, and influencing people without authority
• Capacity to think strategically and innovatively
• Experience in managing collections accounts
• Excellent Project Management skills
• Strong background on process development and improvement
• Amenable to work in a hybrid set up (Clark Pampanga).

Job Type: Full-time

Pay: Php150, Php180,000.00 per month

Work Location: In person

Job Title:

Service Excellence Senior Manager

Location:

Taguig (Onsite)

Work Setup and Schedule:

Onsite

Job Summary:

The Service Excellence Senior Manager is responsible for leading and executing Six Sigma initiatives by engaging with senior leaders across the enterprise to identify and scope business challenges, conduct fact-based analyses and problem-solving, and develop actionable recommendations. This role drives measurable business impact by improving cost efficiency, customer experience, and demand management.

If you are a Six Sigma expert seeking a global career opportunity, this role offers the platform to lead transformative process improvement projects and contribute to revenue growth, margin optimization, and client satisfaction.

Key Responsibilities:

Lead and deliver process improvement projects aligned with business goals to optimize cost, efficiency, and customer lifetime value.

Collaborate with Service Delivery teams to reach Platinum Standards in client metrics through gap analysis and targeted initiatives.

Drive financial gains through impactful projects focusing on bonus maximization, penalty management, and operational cost reduction.

Support site-specific activities related to Focus Metrics and business performance.

Minimum Qualifications:

Bachelor's Degree in any field.

Six Sigma Green Belt/Black Belt and/or Lean Sigma certification.

Minimum of 5 years of managerial experience in the same industry.

Proven leadership in operational functions such as Training, Quality, Workforce, and Operations.

Strong expertise in change management, stakeholder management, and influencing without direct authority.

Strategic and innovative thinker with strong analytical and problem-solving skills.

Experience managing collections accounts is an advantage.

Empower Growth Through Training Excellence

Great outsourcing doesn't just happen-it's trained. Design sessions that spark confidence, deliver coaching that drives accuracy, and build programs that create service superstars. Take your place in shaping customer experiences for global brands while advancing your own career; all without crossing country borders.

Job Description

As a Service Excellence Training Specialist, you will deliver impactful training programs, support new hires through onboarding and hypercare, and collaborate with leaders to drive continuous improvement in service excellence.

Job Overview

Employment type: Full-time

Shift: Flexible shift

Work setup: Hybrid, Ortigas

Exciting Perks Await

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Flexible shift schedule
• 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 )
• 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 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

The Qualifications We Seek

• Bachelor's degree in Human Resources, Education, Communications, Business, or related field.
• 2-4 years of experience in training facilitation, L&D, or customer service excellence programs.
• Experience in designing training content, conducting workshops, and evaluating learning outcomes.
• Training and development experience in the BPO industry is a plus.
• Strong presentation, facilitation, and coaching skills.
• Excellent interpersonal and communication skills.
• Ability to design training programs using adult learning principles.
• Proficiency in e-learning platforms, training tools, and Microsoft Office applications.
• Strong analytical and problem-solving skills to assess training impact.
• Customer-centric mindset.
• Ability to analyze training needs and measure effectiveness.

Your Daily Tasks

Training Delivery & Facilitation

• Conduct product knowledge and process training sessions for new CXMs.
• Support the Corporate Trainer in delivering onboarding, skills, and refresher training programs.
• Adapt training methods to meet diverse learning needs and maintain engagement.

Hypercare Support (Post-Training Transition)

• Act as the main point of support for new CXMs during the 2-week hypercare period.
• Provide coaching, guidance, and hands-on assistance as CXMs transition into live operations.
• Address questions, clarify processes, and reinforce training content to boost confidence and accuracy.

Collaboration & Coordination

• Work closely with the Corporate Trainer to ensure training content is up-to-date and aligned with company standards.
• Partner with Operations, QA, and SMEs to identify common challenges faced by new CXMs.
• Provide feedback to the Corporate Trainer on training effectiveness and learner progress.

Documentation & Continuous Improvement

• Maintain training records, attendance, and evaluation results.
• Contribute to refining training modules and materials based on learner feedback and observed gaps.
• Recommend improvements to the onboarding and hypercare process to strengthen employee readiness.

Other Responsibilities

• Abide by and perform to the best of your abilities all duties assigned by the company.
• Perform administrative or non-administrative tasks as directed, either in writing or verbally.

Why We Stand Out Among the Rest

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

-Tim Vorbach, CEO

Job Description:

Manage HR Service Excellence and Risk & Compliance service delivery for Philippines HR aligning to business and HR strategic objectives. Act as a primary connection between HR, HR Services & Global HR Tech/Transformation across all DTEs to push for HR strategic agenda on service delivery. Role includes design/implementation of various HR Processes, coaching, mentoring and supervision. Provides support to HR Partners on key result areas of HR Service Excellence and Risk & Compliance

Job Qualifications

Must Have:

For External:

• HR Generalist Leadership profile with strategic business partnering background at least 5 years
• At least 5 years project management experience
• At least 5 years of people management
• Excellent Communication skills – especially for presentation/leadership meetings
• Advanced in using Excel and PowerPoint
• Basic understanding in using PowerBi and/other Data Visualization Tools
• Basic understanding in HCM Systems/Tools
• Project and Stakeholder Management
• Transformation and Change Management experience

For Internal

• Open for internal application with background in HR
• Potentially, look for candidates from Field HR, Mobilization, Business Transformation
• Knowledgeable on Internal Policies

Good to Have:

• Workday experience
• Process reengineering experience
• Risk and Compliance

Job Description:
Manage HR Service Excellence and Risk & Compliance service delivery for Philippines HR aligning to business and HR strategic objectives. Act as a primary connection between HR, HR Services & Global HR Tech/Transformation across all DTEs to push for HR strategic agenda on service delivery. Role includes design/implementation of various HR Processes, coaching, mentoring and supervision. Provides support to HR Partners on key result areas of HR Service Excellence and Risk & Compliance

Job Qualifications
Must Have:
For External:- HR Generalist Leadership profile with strategic business partnering background at least 5 years
- At least 5 years project management experience
- At least 5 years of people management
- Excellent Communication skills – especially for presentation/leadership meetings
- Advanced in using Excel and PowerPoint
- Basic understanding in using PowerBi and/other Data Visualization Tools
- Basic understanding in HCM Systems/Tools
- Project and Stakeholder Management
- Transformation and Change Management experience
For Internal- Open for internal application with background in HR
- Potentially, look for candidates from Field HR, Mobilization, Business Transformation
- Knowledgeable on Internal Policies
Good to Have:- Workday experience
- Process reengineering experience
- Risk and Compliance

Site: Shaw, Cubao / Taguig

Work Set-up: Onsite

Schedule: Night Shift

Start date: ASAP

Salary: 180k base pay + 20,650 allowance with sign on bonus

Qualifications:

• LSS Greenbelt Certified
• Process Improvement experience in BPO Setup is required
• At least 5 years' experience in a Process Improvement capacity
• Minimum tenure of at least 2 years in last 2 organizations
• Completed GB projects for KPI Improvement such as CSAT, AHT etc.
• Must be at least an incumbent Manager or current Sr. Manager

The Service Excellence Sr Manager is responsible for leading and executing Six Sigma initiatives

by engaging with senior leaders across the enterprise to identify and scope related business

challenges, conduct fact-based analyses and problem solving, and develop actionable

recommendations to drive business impact through improvement in cost, customer experience,

and demand management.

If you are an expert Six Sigma Manager looking for a global career, do not miss this opportunity

As a Service Excellence Manager, you will innovate process improvement projects to achieve

internal and external goals while earning maximum potential revenue and margin. You will

contribute by:

Key responsibilities:

• Working collaboratively with the team to achieve optimal results on efficiency metrics and help them achieve promoter status, grow current business and win new clients through projects that will improve customer lifetime value;
• Support the Service Delivery team to reach Platinum Standards in Client metrics through gap analysis and improvement projects;
• Support Site activities in ensuring achievement of healthy financial goals by delivering high impact projects targeting financial gains such as Bonus maximization, penalty management and operational costs reduction;
• Support Focus Metrics activities with the site assigned;
• Conduct regular audits and reporting against compliance with contractual and regulatory requirements (i.e. SOW and government requirements);
• Team up with site/client leaders in upholding compliance in all organization policies and standard procedures;
• Validate control plans and governance processes set up in the business; and
• Maintain and publish OE dashboards (like projects, OE action item tracker, etc.).

Minimum qualifications:

• Earned a Bachelor's Degree in any field
• Six Sigma Greenbelt/Blackbelt and /or Lean Sigma certification
• At least 5 years of managerial experience in the same industry
• Lead experience in various operational functions in the industry like Training, Quality, Workforce, Operations
• Experience in change management, stakeholder management, and influencing people without authority
• Capacity to think strategically and innovatively
• Experience in managing collections accounts
• Excellent Project Management skills
• Strong background on process development and improvement

PRESCREENING NOTES:

• BPO experience:
• Years of relevant experience:
• Educational attainment:
• Salary expectations:
• Last drawn salary:
• Notice period:
• Availability for the work setup and schedule:
• Current location:

Job Type: Full-time

Pay: Php180,000.00 per month

Experience:

• BPO settings : 5 years (Required)
• Process improvement : 5 years (Required)
• Collections account : 3 years (Required)

License/Certification:

• Lean six sigma certification green /black belt (Required)

Work Location: In person

This isn't a support role where you're glued to a script. We empower you to think, speak, and solve with purpose. If you're the type of person who gets a thrill from turning a frustrated customer into a loyal fan — this is the job for you.

The Customer Care Specialist is responsible for delivering excellent service to customers by handling inquiries, resolving concerns, and providing accurate information about products and services. This role ensures a positive customer experience and supports the company's commitment to client satisfaction.

1. Customer Interaction

2. Respond to customer inquiries via phone, email, chat, or in person in a timely and professional manner.

3. Provide accurate information about products, services, promotions, and company policies.

4. Handle customer complaints and concerns with empathy, ensuring resolution and customer satisfaction.

5. Problem Resolution

6. Identify customer needs and provide appropriate solutions.

7. Escalate complex issues to supervisors or other departments when necessary.

8. Follow up on pending cases to ensure timely resolution.

9. Documentation & Reporting

10. Record customer interactions, feedback, and resolutions accurately in the system.

11. Prepare reports on recurring issues, trends, and customer satisfaction levels.

12. Assist in maintaining and updating customer service databases.

13. Collaboration

14. Coordinate with internal teams (sales, technical, logistics, etc.) to resolve customer issues efficiently.

15. Provide feedback and insights from customers to help improve products, services, and processes.

16. Customer Experience Enhancement

17. Maintain a positive, empathetic, and professional attitude toward customers at all times.

18. Suggest process improvements that could enhance customer satisfaction.
19. Promote customer loyalty by building strong relationships.

• Bachelor's degree in Business Administration, Communication, Marketing, or related field (preferred).
• At least 1–2 years of experience in customer service, call center, or client-facing role.
• Excellent communication skills (verbal and written).
• Strong problem-solving and conflict-resolution abilities.
• Proficient in MS Office and customer service software (CRM tools is a plus).
• Ability to handle stress and maintain professionalism under pressure.
• Strong listening skills and customer-oriented mindset.

• Customer Service Orientation
• Communication & Interpersonal Skills
• Patience, Empathy & Active Listening
• Problem-Solving & Decision-Making
• Adaptability & Stress Management
• Teamwork & Collaboration