Customer Care Representative

Satellite Office; Pasig; On-site; PHP 240,000 - 420,000; Full time

Job summary

Satellite Office is seeking a Customer Care Representative to provide outstanding service for inbound calls, emails, and orders across store and ecommerce platforms. The role emphasizes accurate information, first-contact resolution, and cross-channel responsiveness.

The ideal candidate will have strong communication, excellent interpersonal skills, and experience in retail or similar settings, with a preference for footwear or fashion sectors. Training provided.

Qualifications

• Cert 1V in Call Centre / Customer Service preferred.
• Experience in retail or similar industry, customer service or call centre.
• Footwear or fashion experience is a plus.

Responsibilities

• 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 including ERP, OMS software, Fluent, phone systems, email platforms, and courier tracking.
• Handle complaints with empathy and a solution-focused approach.
• Escalate issues according to the defined escalation process and liaise with internal and external stakeholders.
• Provide feedback from customers to support continuous improvement in service and product offerings.
• Comply with Privacy Policy when handling personal data.
• Process product replacements promptly and in line with company policy.
• Monitor and respond to customer messages on social channels and reviews.

Skills

Interpersonal skills

Strong communication

Attention to detail

Time management

Relationship building

Education

Cert 1V in Call Centre/Customer Service

Tools

ERP

OMS software

Fluent

Phone systems

Email platforms

Courier tracking

Job description

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 ERP, OMS software, Fluent, phone systems, email platforms, and external applications such as courier tracking..
• 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 elevate 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.