Telecom Customer Advocate - Growth & Global Exposure

Emapta; Mandaluyong; On-site; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Competitive salary

HMO coverage with free dependent

Ortigas location

Salary advance program

Emapta Academy

Gym access

Lifestyle perks

Referral incentives

Government benefits

Annual leave 20

Engagement activities

Mentorship & global exposure

Career growth

Diverse culture

Job summary

Emapta Philippines is hiring a Customer Service Representative to support an award-winning Australian telecom provider. This full-time, onsite role is based at St. Francis Building, Ortigas, with a rotating shift and strong focus on customer satisfaction.

You will handle inquiries across NBN, mobile, and IPTV, provide pre-sales guidance, and collaborate with internal teams. Growth, training, and benefits accompany a vibrant, global team.

Qualifications

• 2 to 3 years of professional experience in customer service or customer support.
• Customer-first mindset with commitment to assisting others.
• Strong attention to detail and ability to learn new processes and systems quickly.
• Proven ability to build rapport and establish positive customer relationships.
• Ability to communicate complex information clearly and effectively.
• Strong problem-solving skills and confidence in addressing unfamiliar situations.
• Excellent customer service skills, including patience, empathy, and de-escalation techniques.
• Strong multitasking and prioritization skills in fast-paced environments.
• Calm, courteous, and professional approach to challenging customer interactions.
• Excellent verbal and written English communication skills.
• Proficiency in computer systems, internet browsers, basic software applications, and Microsoft 365.

Responsibilities

• Deliver friendly, professional, and prompt customer support through phone, email, live chat, and social media.
• Resolve customer inquiries, complaints, and technical issues related to NBN broadband, mobile, and IPTV services.
• Provide pre-sales guidance on telecommunications products and services, and assist customers with new subscriptions and sign-ups.
• Coordinate with relevant departments to troubleshoot service issues and ensure timely resolutions.
• Maintain accurate and up-to-date customer accounts, service records, and interaction documentation.
• Escalate complex customer concerns to the appropriate teams for further investigation and resolution.
• Maintain current knowledge of telecommunications products, services, promotions, and organizational policies.
• Demonstrate professionalism, patience, and a positive attitude in every customer interaction.
• Share customer feedback and actionable insights to support continuous improvements in customer experience.
• Participate actively in team meetings and training sessions.

Skills

Customer service

Communication

Attention to detail

Rapport building

Problem solving

Multitasking

De-escalation

English proficiency

Microsoft 365

Tools

Microsoft 365

Job description

Emapta Philippines is hiring a Customer Service Representative to support an award-winning Australian telecom provider. This full-time, onsite role is based at St. Francis Building, Ortigas, with a rotating shift and strong focus on customer satisfaction.

You will handle inquiries across NBN, mobile, and IPTV, provide pre-sales guidance, and collaborate with internal teams. Growth, training, and benefits accompany a vibrant, global team.