Customer Service Agent

Satellite Office; Pasig; On-site; PHP 290,000 - 424,000; Full time

Job summary

Satellite Office in the Philippines is seeking a Customer Service Agent to be the first point of contact across online and in-store channels. You will assist with inquiries, manage orders, resolve issues, and help ensure a smooth and enjoyable customer experience from start to finish.

You will work in a fast-paced team, requiring strong communication, problem-solving, and a genuine passion for helping customers while representing the brand professionally.

Qualifications

• 2+ years of customer service experience in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• A customer-first mindset with professionalism and empathy.
• Ability to remain calm and effective when handling challenging customer situations.
• Strong Microsoft Office skills, particularly Excel.
• Ability to quickly learn new systems and processes.

Responsibilities

• Provide exceptional customer service and build positive customer relationships.
• Respond to inquiries via phone, email, live chat, eBay, and Facebook.
• Process customer orders, cancellations, returns, and refunds accurately.
• Meet customer satisfaction goals and service level agreements (SLAs).
• Investigate and resolve customer concerns related to orders, products, systems, and website functionality.
• Collaborate with internal teams and management to resolve issues efficiently.
• Escalate recurring concerns and provide feedback to improve customer experience and internal processes.
• Stay up to date on products, services, policies, systems, and procedures.

Skills

Excellent written and verbal comms

Strong problem-solving

Customer-first mindset

Calm under pressure

MS Excel

Learn new systems quickly

2+ years customer service experience

Tools

Zendesk

Excel

Job description

Help Customers Create Great Shopping Experiences

If you enjoy helping customers, solving problems, and delivering outstanding service through chat, email, phone, and social media, this could be the perfect opportunity for you. Join a customer-focused team where every interaction matters and contributes to a positive shopping experience.

About the Role

As a Customer Service Agent, you'll be the first point of contact for customers across both online and in-store channels. You'll assist with inquiries, manage orders, resolve issues, and help ensure a smooth and enjoyable customer experience from start to finish.

This role requires strong communication skills, attention to detail, and a genuine passion for helping customers while working in a fast-paced environment.

What You'll Do

• Provide exceptional customer service and build positive customer relationships


• Respond to inquiries via phone, email, live chat, eBay, and Facebook


• Process customer orders, cancellations, returns, and refunds accurately


• Meet customer satisfaction goals and service level agreements (SLAs)


• Investigate and resolve customer concerns related to orders, products, systems, and website functionality


• Collaborate with internal teams and management to resolve issues efficiently


• Escalate recurring concerns and provide feedback to improve customer experience and internal processes


• Stay up to date on products, services, policies, systems, and procedures

Required

• At least 2 years of customer service experience in a fast-paced environment


• Excellent written and verbal communication skills


• Strong problem-solving and conflict-resolution abilities


• A customer-first mindset with professionalism and empathy


• Ability to remain calm and effective when handling challenging customer situations


• Strong Microsoft Office skills, particularly Excel


• Ability to quickly learn new systems and processes

Preferred

• Experience using customer service platforms such as Zendesk


• Experience supporting customers across multiple communication channels


• Exposure to eCommerce, retail, or online order management environments

What's In It For You

• Opportunity to work in a customer-focused environment where your work has a direct impact on customer satisfaction


• Exposure to multiple support channels, including chat, email, social media, and phone


• Collaborative team environment with ongoing learning opportunities


• Competitive salary, discussed during the interview process