Customer Service Officer (4 months contract)

Satellite Office; Pasig; A distancia; PHP 201.000 - 357.000; Jornada completa

Descripción de la vacante

Satellite Office is seeking a remote customer service representative in the Philippines to provide voice-based support and aim for first-contact resolution. You will manage enquiries, handle complaints, and contribute to client retention while meeting KPIs in a fast-paced home-based setting.

Excellent verbal communication, empathy, and CRM/telephony proficiency are required, with strong time management for a reliable home workspace. Shift options may include early mornings, evenings, or weekends.

Formación

• Experience in customer service or call centre is preferred.
• Excellent verbal communication and active listening.
• Empathy and problem-solving mindset.
• Familiarity with CRM and telephony platforms.
• Comfortable working remotely with good time management.
• Ability to multitask and handle numerical information.
• Experience in customer retention or subscription management is desirable.
• Team player with a proactive attitude.

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.
• Work from home in a quiet, professional environment and adapt to early mornings, evenings or weekend shifts as needed.

Conocimientos

Customer service

Verbal communication

Active listening

CRM systems

Phone support

Remote work

Multitasking

Attention to detail

Subscription management

Team player

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.