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Customer Care Representative

Customer Care Representative

Satellite OfficePasig, Metro Manila, PH
30+ 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.

Primary Purpose of Role

The Customer Care Representative is responsible for :

  • Providing exceptional customer service for all inbound calls, emails, order management and general enquiries across both store and ecommerce channels

Key Skills Qualifications & Experience

Prerequisite Skills :

  • Well-developed interpersonal skills and ability to build relationships with stakeholders at all levels.
  • Strong communication skills via email, phone and in person.
  • High standards and attention to detail
  • Demonstrated time management and organisation skills.
  • Strong relationship and rapport building skills.

    • Education / Qualifications / Memberships :

  • Cert 1V in Call Centre / Customer Service preferred.

    • Preferred Experience :

  • Previous retail or similar industry work experience.
  • Customer service or call centre experience.
  • Footwear or fashion experience.

    • Key Result Areas and Key Responsibilities

    A. Customer Service Operations

    Tier 1

  • Respond promptly and professionally to customer enquiries across all channels, including phone, email, live chat, SMS, and social media.
  • Deliver accurate information regarding products, stock availability, order status, returns, and promotions.
  • Ensure a first-contact resolution mindset and take ownership of resolving customer queries efficiently.
  • Navigate and operate multiple systems effectively, including M3, Magento, Fluent, phone systems, email platforms, and external applications such as StarTrack.
  • Handle complaints with empathy, patience, and a solution-focused approach.
  • Apply problem-solving skills to resolve customer issues, escalating cases appropriately and in accordance with the defined escalation process
  • Liaise with internal departments and external stakeholders to fulfil customer needs and ensure a seamless service experience.
  • Provide feedback and insights from customers to support continuous improvement in service and product offerings.
  • Comply with company Privacy Policy handling personal data.

    • Tier 2

  • Process product replacements promptly and in accordance with company policy.
  • Monitor and respond to customer messages and comments on social channels, ensuring timely, brand- aligned communication.
  • Monitor and respond to product reviews across relevant platforms, providing assistance or clarification to customers when appropriate.

    • B. Administration

  • Process customer refunds accurately and in line with company policies and Australian Consumer Law (ACL).
  • Respond to incoming emails and forward or escalate enquiries to the appropriate team or department when necessary.
  • Support the development and ongoing maintenance of up-to-date customer service processes and documentation.
  • Maintain accurate customer records and detailed notes in internal systems following each interaction.
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    Customer Care Representative • Pasig, Metro Manila, PH

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