Customer Experience Agent - Service

Premium Customer Service Careers Across Digital Media and Broadcasting Operations

Audience loyalty is built through every customer interaction. As a Customer Experience Specialist, you'll become part of a pioneering team supporting one of Australia's most influential media and publishing organizations, helping subscribers access trusted news, entertainment, sports, and digital content. This role offers the opportunity to contribute to the establishment of customer experience standards, strengthen your expertise across subscription services and audience engagement, and build a long-term career with Emapta's award-winning workplace designed for top-performing professionals.

Job Overview

• Full-time
• Day Shift
• Onsite, SM Megatower, Ortigas
• Earn up to PHP45,000

The Qualifications We Seek

• 2-3+ years of experience in customer service, contact center, or customer support roles
• Proven experience handling customer interactions across voice, chat, and email channels
• Excellent written and verbal English communication skills
• Demonstrated career stability with consistent tenure and no pattern of frequent employment gaps or job changes
• Customer-focused mindset with a positive attitude, energy, and enthusiasm for delivering exceptional service
• Strong problem-solving abilities with the confidence to resolve customer concerns beyond scripted responses
• High attention to detail with accurate documentation and record-keeping skills
• Familiarity with Australian culture, customer behaviors, and service expectations is highly regarded
• Collaborative team player with a willingness to learn, contribute, and grow within a high-performing environment

Your Daily Tasks

Customer Experience & Subscriber Support

• Manage customer enquiries through live chat, email, and outbound communications as required
• Provide exceptional support across subscription, account, payment, and delivery-related concerns
• Conduct thorough needs assessments to identify the best solutions for customers
• Process account updates, subscription modifications, suspensions, renewals, and cancellations
• Identify customer retention opportunities and recommend relevant products or services when appropriate
• Support customers throughout their subscription journey while promoting positive customer experiences
• Educate customers on available features, benefits, and services to maximize subscription value

Operational Excellence

• Accurately document customer interactions and transactions within designated systems
• Maintain compliance with company policies, procedures, and service standards
• Achieve quality, productivity, and customer experience performance targets
• Contribute to customer experience objectives and operational improvement initiatives
• Support additional business and customer service activities as required by leadership

Exciting Perks Await!

• Pioneer opportunity to help build and shape a high-performing team from the ground up
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• 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)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in the 2026 Inspiring Workplaces Awards Asia, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.

Apply now and be part of the #EmaptaEra.