Customer Service Officer (4 months contract)

Satellite Office; Metro Manila; A distancia; PHP 240.000 - 360.000; Jornada completa

Descripción de la vacante

Satellite Office is seeking a remote customer service professional to provide voice-based support for customers across phone channels. You will focus on first-contact resolution, handle enquiries and complaints, and drive client retention initiatives in a fast-paced home environment.

Candidates should have strong verbal communication, empathy, and experience with CRM systems and telephony platforms. The role emphasizes KPI achievement, teamwork, and adaptability to remote work schedules,

Formación

• Experience in call centre or voice support environment.
• Excellent verbal communication and active listening skills.
• Strong problem-solving abilities with empathy for customers.
• Proficiency with CRM systems and telephony platforms.
• Comfortable working remotely with time management and a reliable home working environment.
• Ability to multitask, maintain attention to detail and handle numerical information accurately.
• Experience in customer retention or subscription management is desirable.
• Team player with a positive attitude towards continuous improvement.

Responsabilidades

• Respond to inbound customer calls in a timely and professional manner, aiming for a one-touch resolution where possible.
• Handle customer disputes and complaints in line with company values, terms and conditions, and escalation procedures.
• Implement client retention strategies to maximise long-term satisfaction and loyalty among members.
• Meet and strive to exceed individual and team KPIs such as average handling time, first contact resolution, quality scores and customer satisfaction (CSAT).
• Escalate complex enquiries to the appropriate team and follow up to ensure timely resolution.
• Contribute to continuous improvement by sharing feedback and participating in team meetings and training sessions.
• Maintain strong working relationships with clinic, client and internal support teams to ensure seamless customer outcomes.

Conocimientos

Customer service

Active listening

Verbal communication

Time management

Multitasking

Empathy

Problem solving

Team player

Retention strategies

Herramientas

CRM systems

Telephony platforms

Descripción del empleo

Position Summary

Working from home as part of our customer service team, you will provide friendly, professional voice-based support to customers across phone channels. The role focuses on delivering first-contact resolution, managing enquiries and complaints, client retention initiatives. This position requires excellent verbal communication, empathy, and the ability to work to KPIs in a fast-paced remote environment.

Key Accountabilities/Responsibilities

The responsibilities include the following:

• Respond to inbound customer calls in a timely and professional manner, aiming for a one-touch resolution where possible.

• Handle customer disputes and complaints in line with company values, terms and conditions, and escalation procedures.

• Implement client retention strategies to maximise long-term satisfaction and loyalty among members.

• Meet and strive to exceed individual and team KPIs such as average handling time, first contact resolution, quality scores and customer satisfaction (CSAT).

• Escalate complex enquiries to the appropriate team and follow up to ensure timely resolution.

• Contribute to continuous improvement by sharing feedback and participating in team meetings and training sessions.

• Maintain strong working relationships with clinic, client and internal support teams to ensure seamless customer outcomes.

Communication & Teamwork

• Communicate clearly and professionally with customers and colleagues, adapting style to suit the situation.

• Collaborate with colleagues and managers to share knowledge and support team goals.

Qualifications and Experience Required

• Previous customer service experience, ideally in a call centre or voice support environment.

• Excellent verbal communication and active listening skills.

• Strong problem-solving abilities with a solution-focused mindset and empathy for customers.

• Proficiency with CRM systems and telephony platforms;

• Comfortable working remotely with effective time management and a reliable home working environment.

• Ability to multitask, maintain attention to detail and handle numerical information accurately.

• Experience in customer retention or subscription management is desirable.

• Team player with a positive attitude towards continuous improvement.

Additional Information

• This is a remote, voice-focused role requiring a quiet, professional home working environment and reliable broadband connectivity.

• Hours may include early mornings, evenings or weekend shifts depending on customer demand; full details will be provided during the recruitment process.