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 Summary

As a key member of our customer service department, you will play a vital role in ensuring the highest level of satisfaction for our valued pet owners who are part of the client's program. This role involves effective communication, problem-solving skills, a genuine passion for pets' well-being, and a strong focus on customer retention.

Key Accountabilities / Responsibilities

The responsibilities include the following :

• Respond to all customer enquiries received via phone, chat, email, and helpdesk in a timely manner.
• Aim for one touch customer service experience.
• Handle client dispute and complaints upholding the values of the company, terms, and conditions of the membership.
• Seek assistance and guidance when required to resolve a customer enquiry or complaint and escalate as necessary.
• Process membership updates as required such as updating banking details, payment dates, payment frequencies and cancellations.
• Implement client retention strategies to ensure long-term satisfaction and loyalty among the client's members.
• Record all communication and actions performed accurately and thoroughly.
• Perform daily membership administration tasks as assigned to you and achieve set KPI’s as outlined by your team leader.
• Develop an in-depth technical knowledge of operating systems and ensure accurate billing, storage of relevant customer information and effective system problem solving.
• Develop and maintain a strong relationship with clinic team members.
• Develop and maintain a relationship with support office team members.
• Contribute and engage in team meetings and training.

Technical Duties

Relationship Building

Communication & Teamwork

Time Management

Problem Solving

Self-Development

Personal Presentation

Qualifications and Experience Required