Operational Support Representative

Role Description

The Operational Support Representative plays a vital role in keeping field operations efficient through scheduling, dispatching, and customer support. With direct impact on service delivery and operational performance, this opportunity offers a long-term global career with Emapta, designed for top 1% talent seeking stability, growth, and meaningful work in a people-focused organization.

Qualifications

• 1-3 years of relevant experience in customer service, dispatch, scheduling, coordination, or operations support roles
• Fast learner with the ability to adapt quickly to new tools and technologies
• Minimum typing speed of 25 WPM
• Must have a quiet and professional work-from-home environment suitable for voice calls
• Comfortable using mobile devices for day-to-day work
• Proficient in Google Workspace applications
• Experience using Google Sheets for data management and tracking
• Proficient in Gmail and Google Meet
• Able to quickly learn new systems, software, and operational tools
• Willing to undergo product and tool training during onboarding

Requirements

• Monitor and adjust schedules to ensure efficient routing and service coverage
• Call customers to schedule, reschedule, and adjust service appointments, including specialized services
• Schedule and dispatch field technicians based on location, service requirements, and availability
• Communicate with technicians to relay schedule updates and address issues in real time
• Assist with route optimization and workforce planning to maximize operational efficiency
• Collaborate with internal teams to resolve scheduling conflicts and service challenges
• Track and manage job assignments, ensuring all work orders are completed accurately
• Perform administrative tasks and assist with company or department projects as requested
• Support other departments with operational tasks and responsibilities as needed
• Serve as a liaison between customers, office teams, and technicians to ensure smooth service execution
• Support field technicians by troubleshooting scheduling and service-related issues
• Deliver excellent and consistent customer service in accordance with company standards
• Handle customer requests and inquiries promptly and professionally
• Document customer interactions, account updates, and scheduling changes in PestRoutes
• Monitor service performance and identify opportunities for operational improvement
• Maintain accurate records of scheduling activities, routing updates, and service adjustments
• Assist the Operational Support Team Supervisor with reporting and performance tracking
• Ensure all scheduling and dispatch activities align with company policies and service protocols
• Adhere to safety standards and operational guidelines

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment)
• Unlimited upskilling through Emapta Academy courses
• 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 (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