Inbound Sales & Customer Service Representative

INBOUND SALES & CUSTOMER SERVICE REPRESENTATIVE

Turn every conversation into an opportunity. We're looking for a proactive, customer-focused Inbound Sales & Customer Service Representative who combines great service with a results-driven mindset. If you enjoy building rapport, finding practical solutions, and helping customers choose the right products or services, you'll fit right in.

Work Setup: Fully Remote - Night Shift

Role Overview

As our Inbound Sales & Customer Service Representative, you'll be the first point of contact for incoming customer calls—answering enquiries, managing overflow, and identifying sales opportunities while delivering a positive customer experience. You'll understand customer needs, qualify leads, and turn enquiries into sales, appointments, or opportunities for the sales team. Along the way, you'll resolve concerns, keep accurate records, and work with internal teams to balance customer care with sales and service objectives.

Key Responsibilities

• Answer with Confidence: Manage inbound and overflow calls promptly and professionally, prioritising requests, minimising missed calls and wait times, and following call-handling procedures and service standards.

• Understand the Need: Listen actively, answer product and service questions accurately, assess customer requirements and purchasing intentions, and direct enquiries to the right team when needed.

• Turn Enquiries into Opportunities: Recognise buying signals, qualify inbound leads, recommend suitable solutions, and convert enquiries into sales, appointments, or sales-team opportunities. Identify relevant upselling and cross-selling options.

• Follow Through: Contact prospective customers to progress opportunities, maintain current lead statuses, and coordinate clear handovers with the sales team to support individual and team sales and conversion targets.

• Make Service Personal: Build rapport, handle complaints with empathy, and provide clear information on products, services, processes, and policies. Resolve issues within your scope, escalate complex matters, and follow up to support satisfaction, retention, and loyalty.

• Keep Teams Connected: Coordinate with sales, customer service, and operations to fulfil requests and resolve outstanding matters. Prepare basic call and sales-opportunity reports when required and support teammates during peak periods.

Skills & Experience

• At least 2–3 years of experience in voice-based customer service, inbound sales, a contact center, or a similar customer-facing role, with proven experience handling inbound calls in a professional business environment.

• Strong written and verbal English, excellent telephone etiquette, and active listening skills, with the confidence to explain solutions clearly and build rapport quickly.

• Experience identifying sales opportunities, qualifying leads, or supporting conversions, with sound customer needs assessment and a results-oriented approach to sales and service targets.

• Demonstrated ability to resolve customer enquiries and concerns with empathy, patience, resourcefulness, and sound judgement about when to escalate.

• Proficiency with CRM platforms, call management systems, and Microsoft Office, Google Workspace, or similar business tools, with the ability to learn new products, systems, and processes quickly.

• A proactive, adaptable, and accountable approach, with the ability to work independently, collaborate effectively, and balance customer experience with business objectives.

Nice to Have

• Experience supporting Australian customers or businesses, particularly in a blended inbound sales and customer service, BPO, or outsourced contact center environment.

• Experience in lead qualification, appointment setting, upselling, or cross-selling.

• Familiarity with Salesforce, HubSpot, Zoho, or similar CRMs, plus cloud-based phone, VoIP, or contact centre platforms.

• Exposure to customer service metrics, call quality standards, and sales conversion reporting.

What’s in It for You

• Recognised by Great Place To Work: Ranked #8 Best Workplace in the Philippines and #3 Best Workplace in IT-BPM in the Medium category for 2026.

• Work That Fits Real Life: Roles aligned with Australian and US clients, with day and night shift options plus WFH, hybrid and office-based setups depending on the role.

• Room to Grow: Structured onboarding and ongoing Learning & Development programs that help employees build skills, strengthen capability and prepare for broader responsibilities.

• Health Cover From Day 1: Health insurance coverage from Day 1 plus dependent coverage, giving employees and their families added peace of mind from the start.

• Clear Pay, Clear Expectations: Compensation aligned with the role and experience, supported by clear responsibilities and expectations from the outset.

• Work That Connects You to the Client: Work directly with international businesses as part of a dedicated team that operates as an extension of their business.

• Support Beyond Day 1: Our People & Culture and support teams stay involved beyond onboarding, providing day-to-day guidance, employee support, engagement and recognition throughout the employee experience.

Plus the everyday extras: Modern workspaces, complimentary onsite meals, flowing coffee and drinks at our café bar, additional time off and tenure incentives.

About Us
At hammerjack, we connect skilled professionals in the Philippines with growing businesses across Australia and beyond—building teams that work as true extensions of our clients. We're proud to be named among the Fortune 100 Best Workplaces in Southeast Asia and ranked the 8th Best Workplace in the Philippines.

Our Impact
Our people aren't outsourced—they're embedded. With aligned tools, shared goals, and real accountability, they deliver at the same standard and pace as onshore teams while building long-term careers they're proud of, across accounting, tech, admin, and marketing.