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

Keep Australia Connected Through Customer Support That Goes Further

Every reliable connection starts with support customers can count on. Become a Customer Support Officer (Voice) with Emapta, helping Australian customers navigate telecommunications services, resolve technical issues, and stay confidently connected. Strengthen customer loyalty, expand your technology expertise, and advance a rewarding global career within Emapta's top 1% talent community.

Your Connection to a Global Career

• Employment Type: Full-time
• Shift: Rotating Shift, Consecutive Days 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 and ability to learn 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 and contribute positively to team collaboration and morale
• 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 active 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, technical 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 team
• Document 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 provider with over 25 years of industry experience connecting homes, businesses, and communities. They design, build, and operate their own Fixed Wireless network while delivering nbn®, business internet, mobile, voice, wholesale, and connectivity solutions across Australia. Their infrastructure reaches metropolitan, regional, and remote locations, helping bridge connectivity gaps nationwide. Combining in-house technical expertise with customer-focused service, they provide reliable digital infrastructure and responsive telecommunications experiences for consumers, businesses, and communities.

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.

Apply now and experience the difference!