Business Support Officer

Connect People. Create Balance. Champion Service.

What if your career allowed you to make a difference - and still make time for yourself? Here's your chance to grow in a global telecommunications environment that values excellence and equilibrium. Join a team that supports both your professional success and your personal well-being, where every customer connection builds something meaningful.

Job Description

As a Business Support Officer - Level 1, you'll be the voice customers trust when they need help. You'll manage inquiries, resolve issues, and deliver exceptional service through calls, emails, and tickets - all while ensuring each interaction reflects care, professionalism, and the company's core values.

Job Overview

Employment type: Full-time

Shift: Day shift

Work setup: Onsite (Makati)

Exciting Perks Await

• Competitive Salary Package
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• HMO coverage with free dependent upon regularization
• 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 )
• 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

The Qualifications We Seek

Experience and Skills

• 1 to 3 years of experience in customer service or a related role
• Proven track record of delivering excellent customer experiences
• Experience providing support to business clients or channel partners is preferred
• Strong verbal and written communication skills
• Familiarity with Customer Management and Ticketing systems
• Proficient in MS Office Suite and comfortable learning new systems
• Advanced attention to detail and accuracy skills
• Ability to work autonomously and take initiative
• A natural problem solver with a positive, solution-oriented mindset
• Willing to participate in a rotating roster to ensure coverage and service continuity

Personal Attributes

• Takes pride in resolving customer issues on first contact
• Builds effective relationships across teams
• Maintains good morale and team spirit
• Continuously updates knowledge of systems and processes
• Manages personal well-being and safety
• Values honesty, transparency, and collaboration

Your Daily Tasks

• Operating to our client values of:
• Customer Delighters - Helping people, one exceptional experience at a time.
• Excellence Mavericks - Raising the bar with innovative outcomes.
• Integrity Warriors - Standing strong with Honesty, transparency, and respect.
• Collaboration Champions - Joining forces to achieve more.
• Lifelong Learners - Embracing a culture of continuous growth and learning.
• Performing your duties within the service levels as set by the company.
• Answering incoming calls, email enquiries and other customer enquiries from the support queues as directed.
• Following up on customer requests who have ongoing ticketed issues throughout your workday, working from the oldest created tickets as best practice.
• Providing updates to customers, even if there is no change in updates and attempting to resolve their ongoing issue where possible.
• Making outbound calls as appropriate and as directed to update customers, provide troubleshooting support and resolution responses.
• Offering an excellent customer service experience at every interaction with our customers.
• Always maintaining a professional representation of our brand.
• Managing customer expectations of their service and communicating effectively during the troubleshooting process.
• Logging faults with wholesale partners while interacting with customers to ensure their faults are resolved in a timely manner.
• Providing information about the products we offer and provide guidance to assist customers to complete the online sales process.
• Recording clear, concise, and complete notes in the relevant system at every customer interaction. Notes regarding your interactions with customers are considered legal documents and must be of a high professional standard.
• Following templates and applying OSI troubleshooting procedures to customer cases to ensure their issues are resolved in a timely manner.
• Asking our customers for feedback and online reviews at every possible opportunity.
• Escalating more complex customer issues to the appropriate team by accurately logging and recording all relevant information using templated data points.
• Following company start-of-day and end-of-day processes.
• Any other tasks as required to support our customers and the business.

About the Client

Powering Connections That Bring Communities Together

Our client is an award-winning telecommunications provider in Australia, delivering high-speed internet and innovative digital solutions to homes and businesses nationwide. With a strong commitment to customer experience and technology excellence, they have become one of the most trusted names in connectivity. Their team is driven by innovation, collaboration, and service that goes beyond expectations - connecting people to what matters most.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra