Customer Escalations Specialist

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.

Company Description

As market leaders and experts in luxury furniture design, we take pride in our commitment to quality and innovation.

For over 60 years, the client has been a nationally recognized household name in the Australian furniture industry. Following our acquisition of Plush Sofas in late 2021, we now operate over 110 showrooms across Australia and New Zealand, with exciting plans for further expansion in 2025.

Join an iconic Australian retail organization and be part of an international ASX-listed company that values career development in a supportive team environment.

Job Description

Are you passionate about delivering top-notch customer service? Do you have a knack for resolving complex issues? If so, we have the perfect opportunity for you!

As our Customer Escalations Specialist, you will liaise with customers and other departments, investigating, researching and assessing warranty cases at the escalated stage. Ensuring that customer concerns are resolved to company standards.

Key Responsibilities :

• Work closely within a team of 8 to resolve warranty cases. Work with other departments to reach resolutions.
• Liaise with customers via phone and email.
• Ensure seamless customer service and support.
• Handle escalated customer concerns from frontline support, ensuring resolution within agreed turnaround times.
• Manage high-value and sensitive cases related to premium furniture purchases, deliveries, damages, or warranty claims.
• Communicate directly with Australian customers through phone, email, and digital channels, providing empathetic, clear, and brand-aligned solutions.
• Collaborate with internal teams to resolve complex cases.
• Document escalation cases with accurate details and update case management systems for tracking and audit purposes.
• Ensure compliance with client policies, escalation protocols, and Australian consumer law standards.
• Provide feedback and insights to frontline leaders to reduce repeat escalations and enhance the customer journey.
• Contribute to service improvement initiatives by identifying process gaps and recommending solutions.
• Uphold client’s premium brand reputation by delivering professional, empathetic, and solutions-focused service at all times.

Qualifications