Senior Customer Service Officer

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 Purpose

The position’s primary purpose is to be a customer advocate, guiding and inspiring them to get outdoors and enjoy the world.

You will lead the Customer Service team to support both retail and online customers by resolving a wide range of queries—from tracking orders and addressing store-related issues to advising on product care, such as jacket repairs. They ensure every enquiry is handled promptly and professionally, delivering a seamless and positive experience for every customer.

This role involves a balanced focus on supervising and coaching the Customer Service team in partnership with the Customer Service Centre (CSC) Manager. It also includes contributing to the development and refinement of business processes, procedures, and reporting frameworks to ensure the consistent delivery of agreed service levels across all designated contact channels and marketplaces.

Continuous improvement is a critical component of this role, driving business change through insights gained from customer experience and feedback to enhance overall satisfaction. The role also involves ensuring optimal daily scheduling of work via our Workforce Management (WFM) and Contact Centre systems, in collaboration with team members. Additionally, it includes analysing team performance metrics on a day-to-day basis and reporting key insights to the Customer Service Centre (CSC) Manager to support informed decision-making and service excellence.

You will use your high level of communication skills to deal with contacts, establishing issues and arriving at satisfactory outcomes for our customers. You will be the point of escalation for your team and will be required to routinely make customer impacting decisions daily, as part of the management team.

Role Accountabilities

Decision Making Authority / Financial Accountability :

• Ensure team members are adhering to policy / guidelines and maintaining SOP’s.
• Advise team members, offer support and guidance as called upon.
• First point of escalation for customer complaints.
• Manage fraud risk, review chargebacks from financial institutions and payments

disputes

Accountability : Leadership

You will help recruit, develop, motivate, reward, retain, and lead a high performing Customer Service workforce that :

Accountability : Customer Service

You will contribute as a Team Member to the delivery of excellent customer service and sales results, to ensure :

Accountability : Systems and Procedures

You will adhere to all processes and procedures ensuring :

updating.

Accountability : Security

You will adhere to all security processes and procedures ensuring :

CSC Manager.

Accountability : Training and Development

You will lead and develop your area of expertise (e.g. product, process, system, etc.) in

collaboration with the CSC Manager and team SME’s to ensure :

Essential Qualities

satisfaction.

Qualification & Experience Requirements