Customer Experience Agent - Service

Emapta Global; Mandaluyong; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

HMO coverage

Office gyms access

20 annual leaves (cashable credits)

Job summary

Emapta Global is seeking a Customer Experience Agent - Service to join our Ortigas, Philippines team. You will resolve subscriber concerns, strengthen loyalty, and contribute to sustainable growth while working in a supportive, global environment.

You will handle multichannel customer interactions, maintain accurate records, and collaborate with teams to deliver outstanding experiences. This role offers day shifts, growth through Emapta Academy, and a strong benefits package.

Qualifications

• At least 3 years of experience in a contact center or customer service environment.
• Experience with voice, live chat, and email support.
• Familiarity with Australian culture and customer expectations.
• Excellent written and verbal English communication skills.

Responsibilities

• Manage customer inquiries via live chat and email, with proactive outreach when needed.
• Document interactions and resolve issues from inquiry to final resolution.
• Review and update subscription, payment, and delivery details accurately.
• Identify retention opportunities and advise on upsell or cross-sell where appropriate.
• Meet KPIs for service quality and customer experience.

Skills

Customer support

English fluency

Multichannel support

Attention to detail

Job description

A Global Media Career Built on Exceptional Customer Connections

Meaningful customer experiences connect millions of Australians to journalism that informs their everyday lives. As a Customer Experience Agent - Service, you'll resolve subscriber concerns, strengthen loyalty, and contribute to sustainable business growth. Emapta brings this global opportunity closer, offering career stability, international exposure, and a Top 1% talent experience.

Job Overview

• Employment Type: Full-time
• Shift: Day Shift, Shifting Days Off
• 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 at your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

Professional Experience and Technical Skills

• At least 3 years of experience in a contact center or customer service environment.
• Proven experience in multichannel customer support across voice, live chat, and email.
• Familiarity with Australian culture, communication styles, and customer expectations.
• Strong attention to detail and accuracy in customer documentation and record management.

Communication and Problem-Solving Skills

• Excellent written and verbal English communication skills.
• Strong analytical and problem-solving skills, with the ability to assess customer needs and resolve concerns beyond standard scripts.

Customer Service and Collaboration

• Customer-centric mindset with enthusiasm, empathy, and professionalism in every interaction.
• Strong teamwork and collaboration skills, with a willingness to learn, contribute to team goals, and pursue continuous professional development.

Your Daily Tasks

Customer Management

• Manage customer inquiries through live chat and email, and conduct outbound customer contact when required.
• Deliver high-quality customer experiences through sound judgment and effective use of internal systems.
• Assess customer needs thoroughly and resolve concerns from initial inquiry through final resolution.
• Review and update customer subscription, payment, and delivery details accurately.
• Identify customer retention opportunities and recommend relevant upsell or cross-sell services responsibly.
• Address customer inquiries throughout the subscription lifecycle, including purchases, account changes, suspensions, and cancellations.
• Educate customers on subscription features, services, and benefits to help them maximize value.

Operational Excellence

• Document all customer interactions, service requests, and transactions accurately in designated systems.
• Comply with company policies, operational procedures, and customer service standards.
• Meet or exceed key performance indicators (KPIs) for service quality, productivity, and customer experience.
• Achieve performance targets aligned with the Customer Experience (CX) scorecard.
• Perform additional duties as assigned by the Team Leader.

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 2026 for the fifth year in a row 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.