Retail Support Agent | Onsite | Ortigas | Day Shift | Day 1 HMO

Emapta; Mandaluyong; Presencial; PHP 360.000 - 480.000; Tempo integral

Benefícios oferecidos por esta vaga

HMO coverage

Day Shift

Onsite at Ortigas

Gym access

Resumo da vaga

Emapta Philippines invites applications for a Retail Support Agent. This full-time, onsite role at SM Mega Tower in Ortigas offers day shifts and consecutive days off, with international exposure across leading media brands.

You will manage inquiries via phone, email, and voicemail, deliver exceptional service, guide onboarding to the iDeliver platform, and strive to meet KPIs while growing with a diverse, supportive team.

Qualificações

• 2 to 3 years of customer management experience.
• Experience in customer support across phone calls, voicemail, and business emails.
• Strong customer-centric mindset and service excellence.

Responsabilidades

• Manage customer inquiries via calls, emails, voicemail, and outbound calls.
• Deliver exceptional customer experiences using available tools and processes.
• Conduct needs assessments to identify concerns and resolve them.
• Guide customers through onboarding and adoption of the iDeliver self-service platform.
• Document interactions and transactions in designated systems.
• Meet or exceed KPIs and support team success.

Conhecimentos

Customer service

Communication

Problem solving

Data entry

Teamwork

Ferramentas

CRM software

Phone systems

MS Office

Descrição da vaga

Pioneer Customer Service Excellence Across Australia's Leading Media Industry Today

Millions of Australians turn to trusted media for stories that matter. As a Retail Support Agent, contribute to the customer experience behind influential news, lifestyle, and digital platforms. Strengthen audience confidence and brand loyalty while gaining international exposure, continuous professional development, and long-term career opportunities through Emapta, alongside top 1% talent.

Job Overview

• Employment type: Full-time
• Shift: Day Shift, Consecutive Days Off
• Work setup: Onsite, SM Mega Tower, 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 a minimum of 6 months of 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 leave credits to use at your 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

Customer Service Experience & Expertise

• 2 to 3 years of customer management experience, preferably in a contact center, customer service, or business-to-business (B2B) environment
• Experience in customer support across phone calls, voicemail, and business email channels
• Strong customer-centric mindset, with enthusiasm and commitment to service excellence

Communication, Technical & Problem-Solving Skills

• Excellent written and verbal English communication skills
• Strong computer proficiency, with fast and accurate data entry skills
• Exceptional attention to detail and accuracy
• Creative problem-solving skills, with the ability to identify solutions beyond standard procedures
• Strong teamwork skills, with a willingness to learn, adapt, and grow professionally

Ideal Agent Profile

• Genuine empathy and care, with a customer-first approach
• Proactive attitude, confidence in problem resolution, and a positive approach to challenges
• Strong perseverance, resilience, and multitasking skills, with the ability to achieve performance targets

Your Daily Tasks

Customer Management

• Manage customer inquiries through phone calls, business emails, voicemail, and outbound calls when required.
• Deliver exceptional customer experiences through available tools, systems, and processes while applying creative problem-solving techniques to complex inquiries.
• Conduct comprehensive needs assessments to identify customer concerns and provide accurate, complete resolutions.
• Guide customers through onboarding and encourage adoption of the iDeliver self-service platform.

Operational Excellence

• Document and maintain accurate records of customer interactions, communications, and transactions in designated systems.
• Follow established policies, procedures, and service standards while identifying opportunities to improve outdated or inefficient processes.
• Achieve or exceed key performance indicators (KPIs) and contribute to overall team success.
• Deliver consistent, high-quality customer service that exceeds customer expectations.
• Collaborate with key stakeholders to resolve customer concerns while maintaining attention to detail and data accuracy.
• Perform additional duties as assigned by the Team Leader.

About the Client

Our client is a leading media organization connecting millions of Australians through trusted journalism, digital publishing, and print media. Their portfolio includes prominent brands such as The Australian, news.com.au, Herald Sun, and The Daily Telegraph. They deliver news, sports, entertainment, lifestyle, and business content while providing innovative advertising solutions that connect brands with audiences. Through digital innovation, compelling storytelling, and extensive national reach, they continue to influence Australia's media landscape and customer experiences.

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 2026 for the fifth year in a row 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.

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 2026 for the fifth year in a row 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.