Remote Voice Customer Support Specialist — First Contact

Satellite Office; Metro Manila; Remote; PHP 240,000 - 360,000; Full time

Job summary

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,

Qualifications

• 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.

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.

Skills

Customer service

Active listening

Verbal communication

Time management

Multitasking

Empathy

Problem solving

Team player

Retention strategies

Tools

CRM systems

Telephony platforms

Job description

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,