Customer Service Representative | Voice, Chat & Email

Emapta Global; Metro Manila; On-site; PHP 457,000 - 547,000; Full time

Benefits offered by this job

Day 1 HMO

Gym access

Upskilling via Emapta Academy

Annual leave

Salary advance program

Lifestyle perks

Job summary

Emapta Philippines is hiring a Customer Service Representative to support a leading Australian media organization from Ortigas. You will handle voice, chat, and email inquiries, delivering high-quality service while promoting subscription features and upholding brand standards.

The role offers Day 1 HMO, growth opportunities, and a supportive, global team environment focused on delivering exceptional customer experiences.

Qualifications

• 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.

Responsibilities

• 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.
• Document customer interactions and transactions accurately within designated systems.
• Follow company policies, procedures, and service standards to ensure consistent service delivery.
• Meet or exceed KPIs for quality, productivity, and CX.
• Deliver service outcomes aligned with CX scorecard standards.
• Perform additional duties assigned by the Team Leader in support of business objectives.

Skills

Customer service experience

Multichannel support

English proficiency

Problem solving

Job description

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
• Pioneer opportunity to help build a 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)
• 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)
• Mentorship and exposure to global leaders and teams
• 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.