About the role
Elevate Customer Experiences in Australia's Telecommunications Industry
Technology matters most when it keeps people confidently connected. The Customer Support Officer (Voice) brings that promise to life by troubleshooting concerns, managing expectations, and guiding customers toward solutions. Each interaction strengthens service quality across Australia and advances a long-term global career with Emapta, offering top 1% talent premium development, international experience, meaningful impact, and lasting professional growth over time.
Snapshot
- Employment Type: Full-time
- Work Setup: Onsite, Makati
- Shift: Rotating Schedule, Consecutive days off
Benefits
- 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 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
Qualifications
- 1-3 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, customer relationship management (CRM) systems, and ticketing platforms
- Interest in IT and internet-based technologies, with the ability to navigate and troubleshoot systems independently
- Strong computer skills and confidence in learning new technologies and technical processes
- Excellent attention to detail and commitment to accuracy
- Effective verbal, written, and presentation skills
- Results-oriented mindset focused on achieving positive outcomes
- Ability to work autonomously, demonstrate initiative, and take a proactive approach
Personal Attributes
- Takes pride in resolving customer concerns at the first point of contact whenever possible
- Builds effective working relationships with colleagues across the organization
- Contributes positively to team morale and collaboration
- Maintains current knowledge of internal systems and supported devices to troubleshoot and escalate issues proactively
- Manages personal health, safety, and well-being responsibly
General Requirements
- Willingness to work on a rotating roster covering phone and ticket queues, including weekends, evening shifts, and public holidays
Responsibilities
- Uphold company values by taking ownership, solving problems, embracing innovation, communicating respectfully and transparently, simplifying the customer experience, collaborating as one team, and learning from shared successes and challenges.
- Perform assigned duties in accordance with established company service levels.
- Respond to incoming calls, emails, support tickets, and other customer inquiries from assigned queues.
- Follow up on ongoing customer requests throughout the workday, prioritizing the oldest open tickets according to established best practices.
- Provide customers with timely updates, even when no material changes have occurred, while continuing to pursue resolutions whenever possible.
- Make outbound calls as required to provide updates, troubleshooting assistance, and resolution information.
- Deliver an excellent customer service experience during every interaction.
- Manage customer expectations and communicate clearly throughout the troubleshooting process.
- Log faults with wholesale partners, coordinate timely resolutions, and keep customers informed of progress.
- Explain available products and guide customers through the online sales process.
- Record clear, concise, complete, and professional notes in the appropriate system after every customer interaction, recognizing that these records are considered legal documents.
- Follow approved walkthroughs, guides, and templates to resolve customer issues efficiently.
- Request customer feedback and online reviews when appropriate.
- Escalate complex customer issues to the appropriate team by accurately documenting relevant information using established templates and required data points.
- 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 award-winning Australian telecommunications provider delivering fast, reliable connectivity to homes, businesses, and underserved regional communities. With more than 25 years of industry experience, it designs, builds, and services its own extensive fixed wireless infrastructure while also providing fiber, mobile, NBN, wholesale, and reseller solutions. Recognized as an Australian Financial Review Digital Transformation Leader to Watch, the company combines technical expertise, customer-focused service, community partnerships, and continued infrastructure investment to sustainably improve connectivity across Australia at scale.
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