Case Study

How Satellite Office helped King Living improve customer support while reducing operational costs

Business Challenge

Retailers continue to tackle tighter labour markets, rising staffing costs, and increasing demands from consumers. King Living, an Australian-based global furniture retail brand founded in 1977, needed a cost-effective solution to remain competitive, meet their talent needs, and support their Customer Care team in Australia.

They turned to offshoring in the Philippines as a long-term strategic approach to these challenges. They sought an expert partner to help them implement an offshore talent strategy geared towards scalability and cost-savings.

Client
King Living

Industry
Retail​

Solution

Building a highly skilled dedicated offshore team in the Philippines is key in elevating King Living’s customer support while reducing operational cost. With Satellite Office as their offshoring partner, they built a 5-person Customer Service team in the Philippines, resulting in significant improvements in their customer care performance. They soon decided to add more staff within finance & accounting, sales, eCommerce support, IT, and despatch.

Currently, they have grown their offshore team to 37 and are looking expand further in the future. 

Satellite Office employee benefits great place to work

Results

Annual savings of $2 million on employee costs

Excellent improvements in customer service response time 

Scalability and agility in expanding their support teams 

Offshore Roles

Customer Service Team

  • Team Leader
  • Mentor/Trainer
  • Senior Customer Care Agents (x2)
  • Customer Care Agents (x8)

Despatch Team

  • Team Leader
  • Senior Despatch Officers (x2)
  • Despatch Officers (x6)

Finance Team

  • Accounts Receivable Officers (x3)

Sales Team

  • Online Showroom Consultants (x4)

eCommerce Support Team

  • Assistant Online Manager
  • SEO Specialist
  • eCommerce Coordinators (x4)

IT Team

  • ERP Assistant
  • IT Officers (x2)