Multi-Channel Customer Care Specialist

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

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.