Customer Service Officer
Key Accountabilities:
Email Management:
Receive and manage high level of customer enquiries.
Phone Support:
Handle high volume incoming phone enquiries.
Claims Processing:
Review/verify credit and return requests (email).
Process credit notes once conditions are satisfied.
E-Commerce Orders (Shopify):
Monitor for issues, cancel fraudulent orders.
Follow up on ETAs, handle replacements/exchanges/refunds.
Order Types Processed:
Samples, replacements, POS, testing accounts.
Export orders.
Complaint Handling:
Triage phone/email enquiries.
Complete complaints template logs, run reports, escalate to Quality Team.
Email consumers with actions/requests.
Returns Management:
Arrange free return postage (refund/replacement).
Bulk returns: Enter partial credit in IBS/BPR, schedule courier pickups.
Coordinate with warehouse to finalize refunds/replacements.
Claims Management:
Returned delivery (consumer), expired stock, e-commerce fraud.
Withdrawn/recalled products, faulty products, major complaints.
Key Skills & Competencies:
Clear/professional communication (phone/email).
Customer-centric mindset.
Issue resolution and problem-solving.
Multitasking high volume orders and time management.
Excel, Outlook, and Avaya experience.
KPIs:
Response Time.
Resolution Time.
Customer Satisfaction.
- Role type
- Customer Service
- Role
- Customer Support Representative
- Locations
- Robinsons Cyberscape Gamma, Ortigas Center, Pasig City
- Work Schedule
- 5:00AM - 2:00PM Manila (9:00AM - 5:00PM NZ)
- 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.