Customer Service Officer
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Job Description
Customer Service Officer providing phone-based support, complaint resolution, and retention services for Satellite Office’s international clients. Working remotely while meeting customer service KPIs and CSAT targets.
Responsibilities:
- Respond to inbound customer calls in a timely and professional manner, aiming for one-touch resolution
- Handle customer disputes and complaints according to company values, terms and conditions, and escalation procedures
- Implement client retention strategies to maximise long-term customer satisfaction and loyalty
- Meet and exceed KPIs including average handling time, first contact resolution, quality scores, and customer satisfaction (CSAT)
- Escalate complex enquiries and follow up to ensure timely resolution
- Share feedback and participate in team meetings and training sessions
- Maintain relationships with clinic, client, and internal support teams
- Communicate professionally with customers and colleagues
- Collaborate with colleagues and managers to share knowledge and support team goals
Requirements:
- Previous customer service experience, ideally in a call centre or voice support environment
- Excellent verbal communication and active listening skills
- Strong problem-solving abilities with a solution-focused mindset and empathy for customers
- Proficiency with CRM systems and telephony platforms
- Comfortable working remotely with effective time management and a reliable home working environment
- Reliable broadband connectivity
- Ability to multitask, maintain attention to detail, and handle numerical information accurately
- Experience in customer retention or subscription management is desirable
- Positive attitude towards continuous improvement
- Willingness to work early mornings, evenings, or weekend shifts depending on customer demand
Benefits:
- Learning opportunities, mentoring, and support
- Team-building experiences and company-wide celebrations
- Wellness programs
- World-class office spaces
- Continuous learning and development
- Vibrant and inclusive culture
- Opportunities to work with global brands and international clients
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