Customer Support Officer

Your Voice, Their Connection

Be the calm, confident voice that customers can count on. Be part of a global telecom team that values empathy, efficiency, and excellence - because great service isn't just about solving problems, it's about making someone's day better.

What if a stable career didn't mean giving up your life outside work? This role gives you the best of both worlds - a supportive team and weekends that are truly yours. In the fast-paced world of telecommunications, we believe that great connections start with people who are rested, motivated, and thriving.

Job Description

As a Customer Support Officer (Voice), you'll deliver world-class customer service by handling calls, troubleshooting issues, and ensuring every client feels heard and valued. Your professionalism, empathy, and efficiency will help build lasting trust - one conversation at a time.

Job Overview

Employment Type: Full-time

Shift: Day Shift, Weekends Off

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

Personal Attributes

• Taking pride in resolving customer issues at the first point of contact whenever possible.
• Developing effective working relationships with all staff employed by Swoop.
• Contributes to good morale within the Team at all times.
• Ensuring that your knowledge of internal systems and devices remains current to assist in proactively troubleshooting and escalating issues.
• Manages personal health, safety and wellbeing.

Qualifications/Experience

• 1 to 3 years of experience
• Previous experience (at least 1 year) working in a customer service role and ideally in a similar industry would be preferred but not essential.
• Previous experience providing customer support in a call centre setting is required.
• Proven track history in providing excellent customer experiences.
• Experience in using Customer Management Systems preferred.
• A general interest in using IT/internet-based technology with a natural inclination towards self-support when using systems.
• Proficient in using MS Office suite of products and experience in using ticketing systems and customer management systems.
• Advanced attention to detail and accuracy skills.
• Strong verbal and written communications and presentation skills.
• Strong ability to drive for results and focus on outcomes.
• Strong ability to work autonomously, show initiative and be proactive.
• Strong computer skills and confidence in learning new technical skills.

General Requirements

• You will be required to participate in a rotating roster to ensure optimal coverage of the phone and ticket queues, including weekends, evening shifts and public holidays.
• The role is initially offered as working from the office.

Your Daily Tasks

• Operating to our company values of:
• We own it and we solve it.
• We innovate.
• We are respectful, transparent and direct.
• We make it easy for our customers.
• We are one great Team.
• We succeed, fail and grow together.
• Performing your duties within the service levels as set by the company.
• Answering incoming calls, email/ticket 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.
• 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.
• Provide 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.
• Following walkthroughs, guides, and templates to ensure customers' 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 the provision of service to our customers.

About the Client

Connecting People, Powering Possibilities

Our client is one of Australia's fastest-growing telecommunications companies, redefining how people experience connectivity. They specialize in high-speed internet, mobile, and network solutions tailored for both homes and businesses. Their mission is simple yet powerful - to make technology easy, reliable, and accessible for everyone. With a culture built on teamwork, innovation, and transparency, they continue to connect thousands of Australians to what matters most every day.

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