Services Jobs in Philippines

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.

Purpose of Role

The Zendesk Assistant is responsible for managing and responding to customer enquiries through the Zendesk ticketing system in a timely, accurate, and professional manner.

The role supports day-to-day customer service operations by ensuring enquiries are resolved efficiently, escalated appropriately, and documented correctly, while consistently meeting productivity and quality benchmarks.

Area of Accountability: Customer Service & Student Support

Provide timely and helpful support to students and other stakeholders

• Resolve minimum 45 Zendesk responses per day (starting with high priority oldest to newest).

• Respond to Zendesk tickets within 24 hours of receipts.

• Receive positive student feedback.

• Respond to enquiries using approved templates and tone of voice.

Provide clear and correct information.

• Ensure responses are accurate and follow Excelsia policies.

• Use approved templates and reference current procedures.

• Administrate student enquiries which include, but are not limited to, place taken, enrolment, orientation, unit enrolment, timetabling, student leave, student grievances, graduation, course of study and completion documents.

• Generate and share reports with internal stakeholders as required

Ensure students can access support regardless of location

• Consistent service delivery while working remotely.

• Use approved systems, attend online meetings as required, remain contactable and productive

Area of Accountability: Ticket Management and Service Delivery

Manage Zendesk enquiries efficiently

• 95% of tickets handled within agreed timeframes

• Check and manage the Zendesk queue daily.

Resolve enquiries or refer them correctly

• Most routine enquiries resolved at first contact

• Follow escalation guidelines for complex issues

Keep accurate records of enquiries.

• All tickets include clear and complete notes

• Use correct categories, tags, and comments.

• Maintain the confidentiality of all student data such as enrolments, scholarships, visas, health insurance, results and transcript at all times

Selection Criteria

Qualifications

• Post secondary qualification in a relevant field, or an equivalent combination of relevant experience/ training.

• Business Management or an Education degree would be preferred.

Background

• Experience responding to a high volume of enquiries in a customer service or administrative role.

• Experience using a ticketing system or managing enquiries through shared email or online platforms.

• Experience working to daily targets and timeframes.

• Experience providing clear and accurate written responses to a range of stakeholders.

• Experience working in a higher education or student administration environment is desirable.

• Experience supporting student enquiries related to enrolment, progression, or general administration is desirable.

• Knowledge of Australian laws and regulations is desirable

Skills

• Strong written communication skills, with the ability to provide clear, professional, and accurate responses.

• Good time management and organisational skills, with the ability to manage competing priorities.

• Ability to follow documented procedures, templates, and guidelines.

• Ability to resolve routine enquiries and escalate more complex matters appropriately.

• Confident use of digital systems, including databases, ticketing systems, and online collaboration tools.

• Experience using Zendesk or a similar customer support platform.