Customer Experience Agent - Service

About the role

The Customer Experience Agent – Service will join a fast‑growing media and publishing team, delivering seamless subscription support and audience engagement for an international customer base. You will work onsite at SM Megatower in Ortigas, providing multi‑channel assistance through chat, email and voice while upholding Emapta’s people‑first culture.

Key responsibilities

• Manage inbound and outbound customer enquiries via live chat, email and phone.
• Deliver high‑quality experiences using sound judgment and company systems.
• Conduct thorough needs analysis to resolve issues end‑to‑end.
• Review and update subscription, payment and delivery details.
• Identify retention opportunities and responsibly upsell or cross‑sell services.
• Handle the full customer lifecycle, including purchases, changes, suspensions and cancellations.
• Educate customers on maximizing the value of their subscriptions.
• Accurately document all interactions and transactions in the designated system.

Required profile

• 2‑3+ years of contact‑center or customer‑service experience.
• Proven multi‑channel experience across voice, chat and email.
• Strong written and verbal English communication skills.
• Customer‑centric mindset with high energy and enthusiasm.
• Ability to think beyond scripts to resolve concerns effectively.
• Attention to detail and accurate documentation.
• Familiarity with Australian culture and customer expectations.
• Collaborative team player eager to learn and grow.

Required skills

What we offer

• Competitive salary package.
• Day‑1 HMO coverage with free dependent.
• Prime office location in Ortigas with easy MRT access.
• Day‑shift schedule with flexibility for weekends, holidays and overtime.
• Salary advance program (subject to bank assessment).
• Unlimited upskilling through internal academy courses.
• Free 24/7 access to office gyms in Ortigas and Makati with a fitness trainer.
• Exclusive lifestyle discounts and employee referral incentives.
• 20 annual leaves, including 5 cash‑convertible credits.