Premium Customer Service Careers Across Digital Media and Broadcasting Operations
Customer-focused professionals looking for meaningful career growth can thrive in this dynamic Media & Publishing environment. The Customer Experience Agent - Service position plays a critical role in delivering seamless customer journeys, subscription support, and audience engagement experiences. Gain exposure to international customer experience standards, supportive leadership, career progression opportunities, and Emapta's people-first culture built for top 1% talent.
Job Overview
- Full-time
- Day Shift, must be flexible, open to work on weekends, holidays, and overtime
- Onsite, SM Megatower, Ortigas
Exciting Perks Await!
- Pioneer opportunity to help build and shape a high-performing team from the ground up
- Competitive Salary Package
- Day 1 HMO coverage with free dependent
- 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
- 2-3+ 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 strong energy and enthusiasm
- 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 enquiries via live chat and email and conduct outbound contact as required
- Deliver high-quality customer experiences using sound judgment and systems
- Conduct thorough needs analysis to resolve customer concerns end-to-end
- Review and update subscription, payment, and delivery details
- Identify retention opportunities and responsibly upsell or cross-sell services
- Handle enquiries across the full customer lifecycle, including purchases, changes, suspensions, and cancellations
- Educate customers on maximizing subscription value
Operational Excellence
- Accurately document all 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 directed 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 a finalist in the 2026 Inspiring Workplaces Awards Asia, 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.
