Power Exceptional Customer Experiences for One of Australia's Leading Media Organizations

Exceptional customer experiences are at the heart of every successful subscription business. As a Customer Experience Agent - Service, you'll play a vital role in supporting one of Australia's most influential media organizations, delivering service that strengthens customer loyalty and helps millions stay connected to trusted news, insights, and premium digital experiences. Build a long-term global career through Emapta, where international collaboration, continuous learning, career progression, and a Top 1% employee experience empower you to grow while making a lasting impact.

Job Overview

Employment Type: Full Time
Shift: Day Shift, Shifting Off
Work Setup: Onsite, Ortigas

Exciting Perks Await!

Pioneer opportunity to help build a high-performing team from the ground up
Day 1 HMO coverage with free dependent
Competitive Salary Package
Day shift schedule
Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
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

The Qualifications We Seek

At least 3 years of experience in a contact center or customer service role
Proven experience supporting customers across voice, chat, and email channels
Excellent written and verbal English communication skills
Customer-centric mindset with energy, enthusiasm, and professionalism
Strong problem-solving skills with the ability to resolve customer concerns beyond standard scripts
Excellent attention to detail and accurate documentation skills
Familiarity with Australian culture and customer service expectations
Collaborative mindset with a passion for continuous learning
Must be available to work during Australian business hours with flexibility to work rotating schedules, including weekend shifts when required

Your Daily Tasks

Customer Management

Manage customer inquiries through live chat and email while conducting outbound customer contact when required
Deliver high-quality customer experiences using sound judgment and internal systems
Conduct needs analysis to resolve customer concerns from initial contact through resolution
Review and update subscription, payment, and delivery information to ensure account accuracy
Identify retention opportunities and recommend appropriate products or services through upselling and cross-selling
Manage customer requests throughout the subscription lifecycle, including purchases, modifications, suspensions, and cancellations
Educate customers on subscription features, benefits, and best practices to maximize value

Operational Excellence

Document customer interactions and transactions accurately within designated systems
Follow company policies, procedures, and service standards to ensure consistent service delivery
Meet or exceed key performance indicators (KPIs) for quality, productivity, and customer experience
Deliver service outcomes aligned with Customer Experience (CX) scorecard standards
Perform additional duties assigned by the Team Leader in support of business objectives

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!