Customer Support Consultant (Temp)
A proactive and customer-focused professional responsible for driving successful order finalisation and on-time delivery through outbound communication across the client’s Customer Communication Journey.
This role focuses on contacting customers at key stages of the post-sale lifecycle to secure full payment, confirm delivery, and ensure every order is fulfilled on time and in full. The Specialist combines empathy, com
mercial awareness, and clear communication to support customers while protecting company revenue.
Working within Salesforce and AI-enabled tools, this role requires accuracy, accountability, and consistent execution across phone, SMS, and email channels. Consultants are expected to leverage AI assistants for productivity, call preparation, and documentation efficiency.
Core Responsibilities
Customer Communication & Order Finalisation
- Execute all outbound communication according to the client’s Customer Communication Journey, including payment reminders, delivery confirmations, and storage notifications
- Manage customer conversations with professionalism and clarity to finalise orders as paid in full prior to delivery
- Use AI tools with Salesforce to streamline contact preparation, generate call summaries, and enhance follow-up accuracy
- Proactively educate customers on payment timelines, delivery readiness, and implications of delay (e.g., storage fees, cancellation, deposit forfeiture)
- Accurately record all contact outcomes, customer intent, and follow-ups within Salesforce CRM and Order Management Systems
Revenue Protection & Risk Mitigation
- Achieve weekly conversion targets by securing customer payments within agreed timeframes
- Identify high-risk orders (e.g., multiple missed contacts, overdue balances) and escalate appropriately to Team Leaders or Finance
- Ensure adherence to key policies, including pre-payment before storage and cancellation terms
Collaboration & Workflow Management
- Work closely with Dispatch, Order Processing, and Showrooms to align payment status with delivery readiness
- Support seamless hand-offs by maintaining accurate CRM notes and ensuring customer communication is consistent across all channels
- Partner with internal teams to troubleshoot payment issues and prevent order delays
Process Integrity & Improvement
- Provide feedback on recurring customer barriers or communication gaps impacting conversion
- Contribute to ongoing refinement of scripts, tone, and journey timing to improve efficiency and NPS outcomes
- Maintain awareness of product lead times, delivery schedules, and payment methods to guide customer conversations effectively
Capabilities
- Proven experience in outbound customer service, collections, or sales support environments
- Strong phone communication and negotiation skills with confidence in handling objections
- Familiarity with Salesforce or other digital CRM platforms for contact and case management
- Attention to detail in documenting calls and follow-up actions
- Commercial awareness and ability to link customer outcomes to business impact
- Organised and adaptable in a fast-paced environment
Key Success Metrics
Order & Payment Conversion
- % of orders finalised and paid prior to delivery
- First-call payment conversion rate (~27–30% benchmark)
- Reduction in storage commencements and cancellations
Customer Experience
- CSAT / NPS feedback on outbound interactions
- Consistency of communication tone and accuracy
Operational Accuracy
- CRM compliance (notes, call outcomes, follow-ups)
- Adherence to outbound schedule and service levels
Efficiency & Impact
- Volume of successful contact attempts per week
- Reduction in inbound failure demand related to payment or delivery queries
- Role type
- Customer Service
- Role
- Customer Support Representative
- 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.