Join a Pioneer Team Supporting One of Australia's Most Influential Media Organizations
Be part of a newly established customer experience team supporting millions of subscribers across one of Australia's most influential media organizations. As a Customer Service Representative, you'll help shape exceptional service standards while delivering meaningful customer experiences that strengthen loyalty and drive long-term success. Through Emapta, you'll enjoy global exposure, continuous learning, career progression, and a workplace recognized for delivering a Top 1% employee experience.
Job Overview
- Employment Type: Full Time
- Shift: Day Shift, Shifting Off
- Salary: Earn up to PHP45,000 (based on skills, expertise, and experience)
- 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.
At Emapta Philippines, careers are built with intention. Work with global clients, gain exposure to world-class standards, and grow in an environment designed for long-term success. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta stands among the region's most respected employers, committed to empowering talent through stability, opportunity, and continuous development.
Step into a career that moves with you. Apply today!
