Senior Customer Engagement & Escalations Lead

Satellite Office; Metro Manila; On-site; PHP 502,000 - 725,000; Full time

Job summary

Satellite Office seeks a Senior Customer Engagement Specialist to manage leads and schedule appointments for the sales team. You will nurture inquiries received via phone, email, SMS, and other digital channels to maximize customer retention through vehicle service bookings.

The role emphasizes soft selling, excellent communication, and the ability to handle escalated calls while mentoring new hires and maintaining accurate records in the client's system.

Qualifications

• Experience in omnichannel customer service and sales.
• Ability to manage repeat interactions and maintain records per prescribed formats.
• Willing to mentor new hires and handle escalated calls.

Responsibilities

• Manage leads and schedule sales appointments.
• Promote vehicle service bookings to maximise retention.
• Handle inbound/outbound inquiries via multiple channels.
• Work with warm leads; no cold calling.
• Maintain and update client records in the system.

Skills

Omnichannel

Repetition handling

Objection handling

Soft selling

Communication skills

Record keeping

Account specialization

Escalation handling

Mentor new hires

Problem solving

Job description

Satellite Office seeks a Senior Customer Engagement Specialist to manage leads and schedule appointments for the sales team. You will nurture inquiries received via phone, email, SMS, and other digital channels to maximize customer retention through vehicle service bookings.

The role emphasizes soft selling, excellent communication, and the ability to handle escalated calls while mentoring new hires and maintaining accurate records in the client's system.