Pet-Loving Customer Service Officer

Satellite Office; Metro Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

Satellite Office in Metro Manila is seeking a customer service professional to ensure the highest level of satisfaction for clients enrolled in our pet-owner program. You will communicate effectively, solve problems, and focus on customer retention while maintaining accurate records.

The role requires empathy, patience, and the ability to work cross-functionally with clinic and support teams, contributing to team meetings and ongoing training. Strong CRM familiarity is a plus.

Qualifications

• Previous customer service experience, preferably in a call centre or similar environment.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities with a solution-oriented mindset.
• Empathy and patience when dealing with concerns and inquiries.
• Proficiency in using CRM software; Zendesk is a bonus!
• Financial acumen.
• Prior experience in customer retention.
• Ability to multitask, prioritize, and work effectively in a fast-paced environment.
• Strong attention to detail and numerical aptitude.
• Collaborative team player.
• Pet lover is a plus!

Responsibilities

• Respond to all customer enquiries received via phone, chat, email, and helpdesk in a timely manner.
• Aim for one touch customer service experience.
• Handle client dispute and complaints upholding the values of the company, terms, and conditions of the membership.
• Seek assistance and guidance when required to resolve a customer enquiry or complaint and escalatory as necessary.
• Process membership updates as required such as updating banking details, payment dates, payment frequencies and cancellations.
• Implement client retention strategies to ensure long-term satisfaction and loyalty among the client's members.
• Record all communication and actions performed accurately and thoroughly.
• Perform daily membership administration tasks as assigned to you and achieve set KPI’s as outlined by your team leader.
• Develop an in-depth technical knowledge of operating systems and ensure accurate billing, storage of relevant customer information and effective system problem solving.
• Develop and maintain a strong relationship with clinic team members.
• Develop and maintain a relationship with support office team members.
• Contribute and engage in team meetings and training.

Skills

Customer service

Communication

Problem solving

CRM software

Zendesk

Tools

Zendesk

Job description

Satellite Office in Metro Manila is seeking a customer service professional to ensure the highest level of satisfaction for clients enrolled in our pet-owner program. You will communicate effectively, solve problems, and focus on customer retention while maintaining accurate records.

The role requires empathy, patience, and the ability to work cross-functionally with clinic and support teams, contributing to team meetings and ongoing training. Strong CRM familiarity is a plus.