Remote Customer Service & Retention Specialist

Satellite Office; Pasig; Remote; PHP 201,000 - 357,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Verbal communication

Active listening

CRM systems

Phone support

Remote work

Multitasking

Attention to detail

Subscription management

Team player

Job description

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.