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!
