The Sales Customer Service Representative acts as a trusted point of contact for existing customers, delivering exceptional service while identifying opportunities to enhance customer value through relevant product and service recommendations. The role involves handling both inbound and outbound interactions via telephone and digital channels, using established systems to meet service and sales objectives while ensuring a positive customer experience.
- Serve as the primary point of contact for customer enquiries, related to products, claims, service and sales.
- Triage customer queries by assessing urgency, identifying root causes, and routing issues to the appropriate teams, ideally resolving them at first contact where possible.
- Respond to customer queries via phone, email, and converse in a friendly, professional manner.
- Build rapport with customers to understand their needs and recommend suitable products, services, or upgrades.
- Identify opportunities to upsell and cross-sell relevant products and services based on customer needs and purchase history.
- Leverage the company’s systems and tools to meet sales targets within established service times.
- Educate customers about promotions, new product launches, and bundle offerings to enhance sales.
- Follow up on leads generated on the website.
- Identify sales opportunities from existing clients' quotes within 4-6 running campaigns.
- Work across multiple brands effectively with adaptability and flexibility.
- Inform management of potential areas for growth in product, service, and education sales.
- Coordinate with internal teams to resolve customer concerns and improve service delivery.
- Maintain up-to-date knowledge of company products, services, and policies.
- Document customer interactions and feedback to support continuous service improvement.
- Provide coaching and mentoring opportunities to other members of the sales & customer support team.
- Other role-specific duties as they arise.
Requirements
- A bachelor's degree in Business, Communications, or a related field is preferred.
- 3-5 + years of proven experience in a Sales & Customer Service environment with excellent verbal and written communication skills.
- Demonstrated ability to identify and meet customer needs through effective sales techniques.
- Ability to handle high volume multiple inquiries simultaneously and prioritise effectively.
- Proficiency in CRM software and Microsoft Office Suite.
- Strong attention to detail and ability to work independently.
- Ability to learn new information (product and company information).
Benefits
Why Join Twoconnect?
We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:
- Work from home
- Monday–Wednesday: 10:30 AM – 7:30 PM PHT (adjustments will be made for daylight saving time)
- Saturday–Sunday: 6:00 AM – 3:00 PM PHT
- Rest Day: Thursday & Friday
- HMO with 2 free dependents and medical reimbursements
- Government-mandated benefits
- Opportunities to work with leading companies in Australia and beyond
- Training programmes for career development
- Engaging company outings, team activities and wellness sessions
- Supportive, inclusive culture
- Dedicated managers focused on your growth and success
Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.
We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.
Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.
Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.
