Voice Customer Support Specialist

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

Benefits offered by this job

Competitive Salary Package

HMO coverage with free dependent upon

Prime office location in Makati

Salary Advance Program

Upskilling through Emapta Academy

Gym access

Lifestyle perks

Employee referral incentives

Government and Emapta benefits

20 annual leaves (incl. 5 cashable)

Engagement activities

Mentorship and global exposure

Career growth opportunities

Diverse supportive environment

Job summary

Emapta seeks a Customer Support Officer (Voice) to troubleshoot concerns and guide customers toward solutions for an Australian telecom provider. You will handle calls, emails, and tickets, manage expectations, and deliver a consistent, high-quality customer experience from Makati on a rotating schedule.

The role requires 1–3 years of customer service experience, strong communication skills, and proficiency with CRM, ticketing platforms, and MS Office.

Qualifications

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

Responsibilities

• Uphold company values by taking ownership, solving problems, embracing innovation, communicating respectfully and transparently.
• Perform assigned duties per established service levels.
• Respond to calls, emails, support tickets, and other inquiries from queues.
• Follow up on requests, prioritizing oldest open tickets per best practices.
• Provide timely updates even without material changes, pursuing resolutions when possible.
• Make outbound calls to provide updates, troubleshooting help, and resolution info.
• Deliver an excellent customer service experience during every interaction.
• Manage customer expectations and communicate clearly through troubleshooting.
• Log faults with wholesale partners and coordinate timely resolutions.
• Explain available products and guide customers through online sales.
• Record clear, professional notes in the system after every interaction.
• Follow approved walkthroughs, guides, and templates to resolve issues efficiently.
• Request customer feedback and online reviews when appropriate.
• Escalate complex issues with accurate documentation to the appropriate team.
• Complete start-of-day and end-of-day processes.
• Perform other tasks that support effective customer service delivery.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Attention to detail

Autonomy

Time management

Tools

CRM systems

Ticketing platforms

MS Office

Job description

Emapta seeks a Customer Support Officer (Voice) to troubleshoot concerns and guide customers toward solutions for an Australian telecom provider. You will handle calls, emails, and tickets, manage expectations, and deliver a consistent, high-quality customer experience from Makati on a rotating schedule.

The role requires 1–3 years of customer service experience, strong communication skills, and proficiency with CRM, ticketing platforms, and MS Office.