Customer Support Team Leader
Role Description and Responsibilities
LEADERSHIP
- Review each team member’s performance in their emails & live chats
- Suggest improvements to individual team members written responses
- Provide weekly reporting on individual and team performance
- Train new Customer Service Representatives
- Improve efficiency levels of individuals & the team
- Lead team meetings
- Suggest and develop improvements to customer experience
- Deal with customer escalations via email and phone when required
- Motivate & inspire the team
- Create a positive & fun working environment
Required Skills and Qualifications
CUSTOMER SERVICE
- Respond to customer inquiries via phone and email, in a prompt, courteous and professional manner.
- Conduct standard administration tasks such as actioning the inbox, allocating and closing cases and keeping reports.
- Professionally managing any escalations to the frontline supervisor.
- Remain up to date on current technical information and training.
- Manage and resolve customer complaints as required, ensuring action is taken within the business to avoid similar issues in future.
- Role type
- Customer Service
- Role
- Others
- Locations
- Robinsons Cyberscape Gamma, Ortigas Center, Pasig City
- Work Schedule
- Shifting work days and work hours
- Shifting Schedule?
- true
- 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.