OFFSHORE Customer Service Specialists for U.S. Businesses
Deliver Consistent, Reliable Support at a Fraction of Local Costs
Satellite Office builds dedicated customer service teams in the Philippines, skilled brand ambassadors who handle phone, chat, and email with speed and clarity.
From fast-growing eCommerce brands to major utilities and financial institutions, we help companies of all sizes scale customer service efficiently and cost-effectively.
What an Offshore Customer Service Specialist Brings to Your Business
Customer expectations are rising, but local hiring challenges make it harder to deliver. Offshore customer service specialists give you reliable, empathetic support that protects your brand and keeps customers loyal.
With an offshore team, you can:
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Scale service capacity to handle peaks and growing volumes.
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Extend support hours without the costs of local hiring.
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Deliver consistent, brand-aligned experiences with fluent English speakers trained in customer care.
They do more than answer questions — they resolve issues, guide purchases, and ensure every interaction feels valued. Scale your service, extend hours, and stay consistent without the cost or burnout of local hiring.
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Real Results in Action
Petbarn, a leading pet retailer, was struggling with long wait times and overstretched local staff. Partnering with Satellite Office, they built a dedicated offshore CX team in the Philippines. Within 12 months, wait times dropped to 10 seconds, resulting in increased satisfaction — all without losing culture or control.Â
“I’ve worked with a few BPOs before — this is different. It’s just easy. I could call Joseph ten times a day and he’d still answer with a smile.” Â
— Stacey O’Neil, Customer Service Transformation Manager, Petbarn Â
How the Hiring Process Works
We handle the recruitment process from start to finish and you stay in control every step of the way.
Role Definition
We scope the role with you and align to your systems, processes, and reporting deadlines.
Candidate Sourcing
We find and screen candidates with experience in your systems.
Skills, Compliance & Background Screening
We assess for technical proficiency, attention to detail, platform capability, and conduct thorough background checks to ensure trusted, high-quality hires.
Final Interview & Offer
You make the final call. After we shortlist top candidates, you interview and select who joins your team — ensuring full confidence in every hire.
Setup and Onboarding
We handle secure infrastructure, shift scheduling, and onboarding aligned with your systems (like Zendesk, HubSpot, or Salesforce), FAQs and brand tone.
Ongoing Support
We monitor performance, handle HR/admin, and help you scale as needed. Typical time to hire: 3–6 weeks.Key Benefits of Hiring Offshore Customer Service Specialists
Build a dependable customer service function that scales with your business, without the stress of local hiring, rising wages or high turnover.
Protect sensitive customer data with our ISO-certified operations, enterprise-grade security and privacy protocols
Cover North American business hours or 24/7 support with flexible, scalable team rosters
Reduce costs by up to 70% while improving customer satisfaction and first-contact resolution
Let your local teams focus on growth while your offshore admin team handles the tasks that keep everything running.
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We set clear KPIs like First Contact Resolution (FCR), average response times, customer satisfaction scores (CSAT), and net promoter scores (NPS). Your team gets continuous training, performance monitoring, and direct support from a dedicated Client Services Manager to keep standards high.
Only if you want them to. Our team speaks fluent English with neutral accents and cultural sensitivity, trained to adopt your brand’s tone and style. The goal of outsourcing is seamless service – customers won’t notice a difference, only great support.
Our teams operate on your schedule, whether that means regular 9–5 EST shifts, extended evenings, weekends, or 24/7 support. The Philippines is well-suited to U.S. and EMEA time zones, so your offshore team is available when your customers need them most.
Definitely. Many clients start with a handful of agents to test the waters, then scale their teams based on volume and business growth. We make scaling simple and cost-effective without compromising on quality or culture fit.
Unlike traditional outsourcing where control is handed off, Satellite Office gives you full visibility and management of your dedicated offshore team. They’re an extension of your local team – trained in your processes, using your systems, and representing your brand – with us supporting behind the scenes.
Security is paramount. Your team works from our secure, enterprise-grade facilities with encrypted networks, strict access controls, and full compliance with North American privacy laws. We also provide ongoing IT monitoring and audits to protect your customer information.
Typically, you can have your team up and running within 3–6 weeks. We handle recruitment, screening, training and onboarding – with your input every step of the way — so your new hires deliver value from day one.
Your offshore team is one conversation awayÂ
Book a free strategy call with our team and understand all the ins and outs of offshoring:
- Understand your objectives and discuss roles to offshore
- Answer all your questions on outsourcing
- Discuss pricing and savings – you’ll leave with an estimate on savings, timeframes and kickoff plan for next steps
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