Emapta
Responsibilities • Customer Service & Client Support • Deliver exceptional customer service aligned with company service standards and brand values • Remain logged into the designated call system and available to receive incoming support calls during rostered hours, unless prior approval has been granted • Respond to customer support tickets and emails professionally and in a timely manner • Resolve customer issues within agreed service levels and internal performance standards • Maintain clear, accurate, and comprehensive records of all customer interactions • Performance Expectations • Meet operational and service performance standards, including call availability, ticket response times, resolution quality, customer satisfaction, documentation accuracy, adherence to procedures, and contribution to team objectives • Technical Support & Service Delivery • Diagnose, troubleshoot, and resolve technical issues across telecommunications services, including VoIP voice services, mobile broadband, mobile voice, and internet services. • Lodge and follow up on network faults with upstream carriers and service providers • Maintain and use internal and external support documentation and how-to resources • Assist with service provisioning, activation follow-ups, appointment coordination, and customer updates during onboarding and service change processes • Operational & Administrative Duties • Maintain a safe, professional, and productive home office environment that minimizes background noise and interruptions while complying with applicable Work Health and Safety (WHS) requirements • Maintain an ergonomic home workstation with appropriate equipment, including a desk, chair, and other required work tools • Update network status notifications through approved communication channels, including the company website and social media platforms, as directed • Attend required training courses and professional development activities • Continuous Improvement & Professional Standards • Identify process improvements and operational efficiencies • Adapt quickly to new systems, products, hardware, and software • Maintain the confidentiality of company and customer information at all times • Uphold company values, professionalism, and reputation in all interactions • Identify and appropriately support customers experiencing vulnerability, financial hardship, or domestic and family violence in accordance with company policies and telecommunications industry obligations • Perform other reasonable duties as directed by management • About the Client • Our client is a respected Australian-owned telecommunications provider with nearly two decades of industry expertise delivering reliable business communication solutions. Recognized for its customer-first approach, the company supports organizations of all sizes through innovative cloud-based voice, internet, and connectivity services. Its reputation is built on technical excellence, tailored solutions, and long-term customer partnerships across diverse industries throughout Australia. With continued growth and innovation, the business remains committed to helping organizations communicate more efficiently while delivering outstanding service experiences. • 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.
Emapta
