Powering Global Media and Digital Stories Millions Read Every Day

Join the Top 1% talent supporting one of Australia's leading media organizations, home to some of the country's most recognized news, lifestyle, and digital publishing brands. As part of their pioneering team in the Philippines, you'll be a Customer Experience Agent - Service helping deliver exceptional customer experiences by managing subscriptions, resolving inquiries, and strengthening customer relationships for a global media powerhouse trusted by millions every day.

Job Overview

Employment Type: Full Time
Shift: Shifting (AU business hours; weekend shifts may be required)
Work Setup: Onsite | Megatower, Ortigas

Exciting Perks Await!

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

3 years of contact center or customer service experience
Proven multi-channel experience across voice, chat, and email support
Strong written and verbal English communication skills
Customer-centric mindset with energy, enthusiasm, and professionalism
Ability to think beyond scripts to resolve customer concerns effectively
Strong attention to detail with accurate documentation skills
Familiarity with Australian culture and customer expectations
Collaborative team player eager to learn, contribute, and grow professionally

Your Daily Tasks

Customer Management

Manage customer inquiries through live chat and email, while conducting outbound contact when required
Deliver high-quality customer experiences using sound judgment and internal systems
Conduct thorough needs analysis to resolve customer concerns from start to finish
Review and update subscription, payment, and delivery details
Identify retention opportunities and responsibly upsell or cross-sell services
Handle inquiries across the full customer lifecycle, including purchases, changes, suspensions, and cancellations
Educate customers on how to maximize the value of their subscriptions

Operational Excellence

Accurately document all customer interactions and transactions in designated systems
Adhere to company policies, procedures, and service standards
Meet or exceed KPIs related to quality, productivity, and customer experience
Deliver outcomes aligned with the Customer Experience (CX) scorecard
Perform other duties as assigned by the Team Leader

Join the Top 1% Talent. A Better Career. A Better Life.

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.

Apply now and be part of the #EmaptaEra.