CSR (Retail/Ecommerce) | Onsite, Ortigas

Satellite Office; Pasig; On-site; PHP 279,000 - 424,000; Full time

Job summary

Satellite Office is seeking a Customer Service Officer to support a leading e-commerce client in a fast-paced CSC environment. You will assist customers across channels, process orders, and guide product selections to ensure a positive shopping experience.

Ideal candidates excel in communication, are highly organized, and can maintain accurate records while following security and process guidelines. Training and growth opportunities are provided within a supportive team culture.

Qualifications

• Experience in fast-paced customer service or contact center environment.
• Experience with e-commerce ordering or customer management systems is a plus.
• Excellent written and verbal communication with strong attention to detail.

Responsibilities

• Provide professional responses to customer inquiries across multiple channels.
• Process orders accurately and efficiently.
• Identify customer needs and recommend suitable products.
• Explain product features, promotions, and loyalty programs.
• Communicate product availability, delays, and out-of-stock items with solutions.
• Maintain records and notes of customer contacts.
• Escalate complex issues to supervisors when needed.
• Follow established procedures and security measures.

Skills

Multi-channel support

Customer empathy

MS Office proficiency

Attention to detail

Tools

Outlook

Excel

Word

Job description

CUSTOMER SERVICE OFFICER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme!

Our awesome client, a leading e-commerce and outdoor adventure company, is looking for a Customer Service Officer be part of their Customer Service Centre (CSC) team.

As a Customer Service Officer you will be a customer advocate, helping customers find the right products, process their orders, resolve service concerns, and get the most out of their shopping experience. You will support customers across multiple channels while maintaining consistently high service and satisfaction levels.

You will also contribute to continuous improvement by sharing customer feedback, identifying process concerns, and supporting the CSC team in delivering an exceptional customer experience.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

• Provide professional, courteous, and prompt responses to customer inquiries across multiple channels.
• Process customer orders accurately and efficiently.
• Identify customer needs and recommend suitable products based on their requirements.
• Explain product features, benefits, promotions, loyalty programs, and marketing campaigns.
• Communicate product availability, delays, and out-of-stock items while offering appropriate solutions.
• Provide ongoing support to both internal and external customers.
• Handle customer complaints professionally and elevate issues when necessary.
• Accurately tag and categorize customer contacts and maintain clear, detailed records and notes.
• Follow established systems, procedures, and order risk assessment processes.
• Conduct financial risk assessments for flagged orders and remain alert to potential credit card fraud.
• Follow security, confidentiality, and fraud mitigation procedures.
• Escalate security risks, process concerns, and complex customer issues to the appropriate Senior or CSC Manager.
• Maintain active availability on required systems to effectively manage customer contacts.
• Stay up to date with required training and company procedures.
• Share knowledge, feedback, and best practices with team members to support continuous improvement.
• Assist CSC Seniors and the CSC Manager with administrative and service-related support as required.

WHAT ARE WE LOOKING FOR?

• Experience working in a fast-paced customer service or customer contact environment; multi-channel experience is an advantage.
• Experience with e-commerce ordering, customer management, or similar systems.
• Strong computer skills and proficiency in Microsoft Outlook, Word, and Excel, as well as cloud-based systems and applications.
• Excellent verbal and written communication skills, including strong spelling and attention to detail.
• Strong interpersonal, conflict resolution, and problem-solving skills.
• Highly organized with the ability to maintain accurate records and follow established procedures.
• Ability to work independently in a fast-paced, self-directed environment.
• Strong customer-service mindset with a professional, courteous, and solutions-focused approach.
• High energy, enthusiasm, and a positive “can-do” attitude.
• Ability to identify and appropriately escalates customer, process, financial, and security concerns.
• Familiarity with or genuine interest in outdoor pursuits, travel, and/or adventure is highly desirable.