Customer Service Representative
PRIMARY RESPONSIBILITIES & DUTIES
Your role of Customer Service Representative is to deliver AMAZING.
Amazing is to provide every customer with the ultimate experience, by consistently delivering high quality, solutions focused responses In a timely and empathetic matter to all customer enquiries across all channels.
The client is a dynamic business pivoting with trends and the needs of the business, this role requires an open mind to embracing change.
Customer Engagement
- Delivering consistently amazing customer experiences through timely responses to all queries over the phone, email, chat and via social channels.
- Proactively managing customers expectations and following through on our promises to ensure their experience is seamless
- Treat each customer as a unique case. Always practice active listening and handle all concerns in an empathetic, patient manner.
- Timeliness; ensure that no customer is left behind at the end of each day.
- Assist customers in placing orders, processing returns, and resolving any post-purchase issues promptly
Communication
- Communicate clearly, courteously, and professionally with customers, both in writing and verbally.
- Follow established communication guidelines and maintain the brand’s voice and tone across all interactions.
- Share customer feedback themes with the manager and cross-functional teams to drive improvements and resolve issues.
- Problem Solving and Solution-Oriented
- Adopt a solution-focused approach to continuously improve the customer experience at the client site.
- Investigate and proactively address customer issues, ensuring swift and effective resolutions.
- Follow through on customer feedback; communicate concerns, red flags, and potential problems to relevant teams.
- Collate and share feedback with the Customer Relationship Manager.
- Be dynamic and resilient, embracing change, automation, new systems, and more efficient workflows.
Contact Centre Ticket Management - Ensure timely and accurate resolution of customer inquiries across all channels, including personal and shared inboxes.
- Seek assistance and escalate issues when appropriate to ensure exceptional service. The Customer Service Representative is the first point of contact for customer feedback.
KPIs and Development
- Meet all KPIs on the balanced scorecard to consistently deliver AMAZING experiences.
- Take proactive responsibility for your own learning. Participate in training, feedback, and coaching sessions to stay updated on product knowledge, policies, and procedures.
- Role type
- Customer Service
- Role
- Customer Support Representative
- Locations
- Robinsons Cyberscape Gamma, Ortigas Center, Pasig City
- Monthly salary
- PHP40,000
- Work Schedule
- 8:30 AM to 5:30 PM Victoria Time (6:30 AM to 3:30 PM Philippine Time)
- Shifting Schedule?
- false
- Shifts with Daylight Savings?
- true
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.