Customer Support Officer (Voice) | Onsite | Makati | Rotating Shift

Emapta; Makati; On-site; PHP 357,000 - 580,000; Full time

Benefits offered by this job

HMO coverage

Salary advance

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Annual leave

Mentorship

Career growth

Diverse environment

Job summary

Emapta Philippines is seeking a Customer Support Officer (Voice) to resolve service concerns, troubleshoot internet issues, and coordinate timely solutions for Australian clients. This on-site role in Makati offers a rotating shift and opportunities to develop technical support skills and gain international exposure within a top-tier global team.

You'll handle calls, emails, and tickets, deliver outstanding customer experiences, and work with CRM and ticketing platforms.

Qualifications

• 1 to 3 years of customer service experience.
• Experience in telecommunications or a related industry.
• Experience providing customer support in a call center.
• Proficiency in Microsoft Office, CRM systems, and ticketing platforms.
• Strong interest in IT and internet technologies.
• Ability to navigate and troubleshoot systems independently.
• Excellent attention to detail and accuracy.
• Excellent verbal, written, and presentation skills.
• Results-oriented with initiative.

Responsibilities

• Respond to incoming calls, emails, tickets, and inquiries.
• Deliver an outstanding customer experience in every interaction.
• Manage expectations and communicate during troubleshooting.
• Follow approved processes and templates for efficient resolution.
• Record clear notes and maintain compliant records.

Tools

CRM systems

Ticketing platforms

Microsoft Office

Job description

Solve Connectivity Challenges Across Australia's Telecom Network

Make every customer interaction count in Australia's evolving telecommunications industry. Join Emapta as a Customer Support Officer (Voice), resolving service concerns, troubleshooting internet issues, and coordinating timely solutions that strengthen customer confidence. Develop valuable technical support expertise, gain international exposure, and build a long-term global career alongside Emapta's top 1% talent.

Your Global Customer Service Career Snapshot

• Employment Type: Full-time
• Shift: Rotating Shift, Consecutive Off
• Work Setup: Onsite, Makati

Exciting Perks Await!

• Competitive Salary Package
• HMO coverage with free dependent upon regularization
• Prime office location in Makati (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)
• 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

Experience & Technical Skills

• 1 to 3 years of customer service experience, preferably in telecommunications or a related industry
• Experience providing customer support in a call center environment
• Proven track record of delivering excellent customer experiences
• Proficiency in Microsoft Office applications, CRM systems, and ticketing platforms
• Strong interest in IT and internet-based technologies, with the ability to navigate and troubleshoot systems independently
• Strong computer skills with confidence in learning new technologies and technical processes
• Excellent attention to detail and commitment to accuracy
• Excellent verbal, written, and presentation skills
• Results-oriented mindset with a focus on achieving positive outcomes
• Ability to work independently, demonstrate initiative, and take a proactive approach

Personal Attributes

• Commitment to resolving customer concerns at the first point of contact whenever possible
• Ability to build effective working relationships with colleagues across the organization
• Positive contribution to team morale and collaboration
• Commitment to maintaining current knowledge of internal systems and supported devices for proactive troubleshooting and escalation
• Responsible approach to personal health, safety, and well-being

General Requirements

• Willingness to work on a rotating roster covering phone and ticket queues, including weekends, evening shifts, and public holidays

Your Daily Tasks

Customer Service & Support

• Uphold company values through ownership, problem-solving, innovation, respectful and transparent communication, simplified customer experiences, teamwork, and continuous learning
• Perform assigned duties in accordance with established company service levels
• Respond to incoming calls, emails, support tickets, and other customer inquiries from assigned queues
• Deliver an excellent customer experience during every interaction
• Manage customer expectations and communicate clearly throughout the troubleshooting process
• Request customer feedback and online reviews when appropriate

Case & Ticket Management

• Follow up on ongoing customer requests throughout the workday
• Prioritize the oldest open tickets according to established best practices
• Provide customers with timely updates, even when no material changes occur
• Pursue resolutions proactively whenever possible
• Record clear, concise, complete, and professional notes in the appropriate system after every customer interaction
• Maintain accurate customer interaction records in accordance with legal documentation requirements
• Follow approved walkthroughs, guides, and templates to resolve customer issues efficiently

Technical Troubleshooting & Resolution

• Make outbound calls as required to provide updates, troubleshooting assistance, and resolution information
• Log faults with wholesale partners and coordinate timely resolutions
• Keep customers informed throughout fault investigation and resolution
• Escalate complex customer issues to the appropriate teamDocument relevant escalation information accurately through established templates and required data points

Product & Sales Support

• Explain available products clearly to customers
• Guide customers through the online sales process

Operational Support

• Complete all required start‑of‑day and end‑of‑day processes
• Perform other reasonable tasks that support effective customer service delivery

About the Client

Our client is an Australian telecommunications and internet service provider with over 25 years of industry experience. They deliver Fixed Wireless, nbn®, home internet, business connectivity, wholesale, reseller, and channel partner solutions across metropolitan, regional, and rural Australia. With 470+ towers and their own growing wireless network, they combine telecommunications infrastructure, network technology, and customer support to deliver fast, reliable connectivity. Their mission centers on expanding dependable internet access and creating better connectivity experiences for Australian communities and businesses.

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.