SME (Sales/Escalations) | Onsite, Ortigas

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

Senior Customer Engagement Specialist

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme!

What is a Senior Customer Engagement Specialist?

The primary focus of this position is managing leads and scheduling appointments for the sales team by following up on inquiries received via inbound telephone, email, SMS, and other digital channels. You will also help maximise customer retention by promoting vehicle service bookings through a combination of inbound and outbound calls. All outbound calls are warm leads—no cold calling required.

As this is a customer service and sales-focused role, we are looking for highly motivated, driven professionals who are committed to delivering outstanding results.

In order to be successful, applicants will need to demonstrate:

• Answers and initiates inbound and outbound communications using omnichannel operations

• Ability to deal with repetition

• Objection handling

• Soft selling

• Excellent communication skills, written & verbal

• Maintains and updates records and databases in accordance with prescribed formats and system requirements of client organization

• May specialize in preferred or premier client accounts

• SME – handle escalated calls

• Mentor new hires

• Ability to problem solve independently