Customer Service 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.

**This role follows a rotational shift schedule, which may include weekends and holidays with shifting hours schedule. This schedule is non‑negotiable.

The Customer Service Specialist role is a vital part of our Customer Operations team, providing support for customers using our app to trade on the US stock market. This role requires a tech-savvy individual with a strong interest in share trading, capable of handling diverse inquiries while ensuring a great experience for our customers.

Required Skills and Qualifications

Key Skills & Attributes

• Tech-savvy: Confident with technology and trading platforms.

• Interest in share trading: A passion for understanding and discussing trading concepts.

• Strong communication: Excellent written skills for clear and concise responses.

• Decisive and resourceful: Ability to make quick decisions and find solutions independently.

• Work ethic: A dependable workhorse mindset, ready to handle high volumes of inquiries.

• Attention to detail: Thorough in resolving customer issues and monitoring systems.

Responsibilities

Customer Support via Chat and Email:

• Respond to chat and email enquiries during the overnight shift with respect to Client systems, trading environment and general enquiries., including:

  • onboarding;

  • Identity verification;

  • Account funding & maintenance;

  • Stock availability and related policies;

  • Trading terminology (e.g., order types and execution, security transfers, settlement and clearing, etc);

  • Corporate actions including investment income;

  • Deposits and withdrawals;

  • General troubleshooting and account-related enquiries.

• Timely communication of outcomes to customer enquiries in line with Client policies and procedures (eg: successful change of details etc.)

Proactive Issue Resolution

• Take ownership of inquiries, leaning in to find answers when unsure.

• Escalate complex issues appropriately while maintaining a proactive approach to problem solving.

• Resolving other administration tasks (eg: Corp Action assistance etc.)

Monitoring and Reporting:

• Monitor real-time dashboards to ensure platform availability and performance.

• Identify and report dashboard anomalies or system outages promptly to relevant teams.

• Completion of four-eye checks on work completed throughout the day

Operational Efficiency:

• Maintain a quick response time for customer interactions, meeting or exceeding service-level agreements (SLAs).

• Work through backlog emails and ensure all customer concerns are addressed thoroughly before the end of the shift.

Training and Awareness

• Complete mandatory onboarding and ongoing training in line with policy requirements

• Demonstrate awareness of and application of policies, procedures and training related to role