Customer Service Representative (E-Commerce Experience)

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.

Position Summary

We are seeking a proactive and customer-focused Customer Service Representative to join our team. This role is critical in ensuring that customers receive timely, accurate, and professional support across multiple platforms. The ideal candidate will have prior experience in a product-based or eCommerce business , with a strong ability to resolve customer concerns, coordinate with internal teams, and maintain high standards of service.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Handle issues related to orders, returns, product details, shipment confirmations, and warranty claims across platforms such as Amazon, DTC, Home Depot, Wayfair, and others.
• Provide product installation guidance and support with order entry.
• Accurately document and maintain case records in HelpScout, following SOPs for escalation and resolution.
• Collaborate with logistics, sales, and warehouse teams to resolve fulfillment or product-related issues.
• Manage customer communication through email, supplier channels, and platform-specific portals.
• Ensure every interaction reflects the company’s values and commitment to customer satisfactions.
• Provide clear and accurate follow-up timelines for customer responses.
• Monitor, manage, and prioritize assigned ticket buckets to ensure timely resolution.
• Complete all assigned tickets by end of day.
• Support the Customer Service Manager with miscellaneous tasks and special projects as needed.

Qualifications & Experience