Customer Service Coordinator | Onsite | Day-Shift

Satellite Office; Metro Manila; On-site; PHP 279,000 - 469,000; Full time

Job summary

Satellite Office is seeking a Customer Service Coordinator to join our team and deliver outstanding support to customers and internal stakeholders.

You will handle emails, phone, and live chat, maintain loyalty accounts, process refunds, and ensure KPIs are met in a fast-paced environment. Strong communication and problem-solving skills are essential, with experience in Magento and Zendesk highly valued.

Qualifications

• 3+ years in a customer service or call centre role.
• Demonstrated ability to deliver strong customer service.
• A passion for resolving customer concerns and finding solutions.
• Excellent written and verbal communication skills.
• Strong problem-solving and decision-making abilities.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Familiarity with Magento and Zendesk.

Responsibilities

• Respond to email, phone, and live chat inquiries from external customers about orders, loyalty accounts, and feedback.
• Ensure shift KPIs are met in alignment with business expectations.
• Coordinate with stores, Area Managers, and internal stakeholders to resolve inquiries.
• Handle phone inquiries from internal and external customers.
• Investigate and track online orders and process refunds when needed.
• Manage and maintain customer loyalty accounts.
• Communicate with stakeholders to find the best resolution for customer inquiries.
• Provide high-level support to external customers and internal teams.
• Maintain a positive, professional, and solutions-focused approach to customer concerns.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Attention to detail

Tools

Magento

Zendesk

Microsoft Office

Job description

CUSTOMER SERVICE COORDINATOR

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

WHAT IS A CUSTOMER SERVICE COORDINATOR?

Our awesome client is looking for a Customer Service Representative to join their team and provide exceptional support to both external customers and internal stakeholders.

This role is vital to the business and its customers, requiring someone who is passionate about delivering outstanding customer service while confidently working in a fast-paced, high-volume environment.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

• Respond to email, phone, and live chat enquiries from external customers regarding online orders, loyalty accounts, general enquiries, and feedback.

• Ensure shift KPIs are consistently met in line with business expectations.

• Respond to enquiries from stores, Area Managers, and other internal stakeholders in a timely and professional manner.

• Handle phone enquiries from both internal and external customers.

• Investigate and track online customer orders and process refunds where necessary.

• Manage and maintain customer loyalty accounts.

• Communicate with key stakeholders to find the best resolution for customer enquiries.

• Provide a high level of support to external customers and internal support departments.

• Maintain a positive, professional, and solutions-focused approach when handling customer concerns.

WHAT ARE WE LOOKING FOR?

• At least 3 years of experience in a customer service representative or call centre role.

• Proven experience delivering strong and exceptional customer service.

• A genuine passion for finding solutions and resolving customer concerns.

• Excellent written and verbal communication skills.

• Strong problem-solving and decision-making skills.

• Proficiency in Microsoft Office, particularly Outlook, Word, and Excel.

• Familiarity with Magento.

• Experience using or working with Zendesk.

• Confidence and ability to work effectively in a high-volume call environment.

• Ability to manage multiple customer enquiries while maintaining accuracy and a high level of service.

KEY RELATIONSHIPS

Internal:

• All internal support departments

• Store Managers and Team Members

• Clinic Team Members

• Retail and Vet Area Managers

• Service Desk IT

External:

• Customers