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.
