Senior Customer Service Member

Satellite OfficePasig, Metro Manila, PH

4 days ago

Job type

Quick Apply

Job description

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

Lead and manage daily operations of the Customer Service team, ensuring efficient handling of high-volume enquiries, orders, claims, and complaints across multiple channels. Drive service excellence, mentor team members, and support process improvements.

Key Responsibilities

Leadership & Team Management

Manage daily operations across Customer Service and lead one direct report.
Mentor and coach team members, fostering a positive team culture.
Collaborate with senior team members for complex issues.

Order Processing

Manage high volumes of e-commerce orders and consumer enquiries : monitor issues, handle ETAs, replacements, and refunds.

Process stock, samples, and replacement orders.

Customer Interaction

Handle incoming phone enquiries and emails professionally and efficiently.

Communicate resolutions and actions to consumers promptly.

Claims & Returns

Review credit and return requests; process credit notes once conditions are met.

Arrange free return postage and process refunds / replacements & courier pickups.

Oversee claims for returns, expired stock, faulty goods, and major complaints.

Continuous Improvement

Support process improvements to enhance efficiency and service quality.

Report key performance metrics and team updates to management.

Skills & Competencies

Strong product knowledge and ability to train others.

Excellent communication and problem-solving skills.

Proficiency in Microsoft Office Suite and ERP systems.

Ability to manage multiple priorities in a fast-paced environment.

KPIs

Email and enquiry turnaround times.

Accuracy of order processing and claims management.

Customer satisfaction scores.

Team performance and engagement metrics.

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Customer Service • Pasig, Metro Manila, PH