- Serve as the first point of contact for customers across phone, email, and ticket-based support channels.
- Handle a high volume of inbound customer enquiries while maintaining a professional, customer-focused approach.
- Respond to customer enquiries relating to account information, product enquiries, warranty requests, contract queries, payments, billing matters, and general account support.
- Deliver accurate, timely, and consistent responses in accordance with company policies, procedures, and service standards.
- Resolve Tier 1 customer enquiries using established frameworks, knowledge bases, and internal processes.
- Escalate complex or unresolved issues to the appropriate internal team while ensuring a smooth customer experience.
- Maintain a strong focus on first-contact resolution and customer satisfaction.
- Manage customer communications and support activities through Zendesk and other internal systems.
- Update and maintain accurate customer records, account information, communication history, and support documentation.
- Process customer requests including account updates, information requests, payment enquiries, and documentation distribution.
- Assist customers with payment processing, payment-related enquiries, and contract-related payment adjustments.
- Support finance-related administrative tasks as required.
- Maintain accurate records of all customer interactions, actions taken, and outcomes achieved.
- Manage a combined workload of inbound calls and support tickets while meeting service level expectations.
- Adapt to fluctuating workloads and peak demand periods while maintaining service quality and productivity.
- Collaborate with internal departments to ensure customer enquiries are resolved efficiently.
- Participate in onboarding, training, coaching, and continuous improvement initiatives.
- Contribute to process improvement opportunities that enhance customer experience and operational efficiency.
- Support ad hoc administrative and operational tasks as required.
- Other role specific duties as they arise.
Requirements
- Tertiary qualifications in Business, Communications, Customer Service, Information Technology, or a related field would be viewed favourably.
- Previous experience in a Customer Service, Customer Support, Contact Centre, Help Desk, or Call Centre environment.
- Experience handling high-volume inbound customer enquiries across phone, email, or ticket-based support channels.
- Strong customer service skills with a genuine commitment to delivering positive customer outcomes.
- Excellent verbal and written English communication skills.
- Strong listening, comprehension, and questioning skills with the ability to quickly understand customer needs.
- Ability to confidently manage real-time customer conversations and resolve issues professionally.
- Strong problem-solving and issue-resolution capabilities.
- High attention to detail and accuracy when updating customer records and processing requests.
- Experience using ticketing systems, CRM platforms, or customer support software, with Zendesk experience highly regarded.
- Comfortable learning and working within multiple systems and workflows simultaneously.
- Strong organisational and time management skills with the ability to prioritise competing tasks.
- Ability to work effectively in a structured, process-driven environment.
- Customer-focused, empathetic, and professional approach to customer interactions.
- Reliable, dependable, and committed to maintaining strong attendance and punctuality standards.
- Adaptable and flexible with the ability to manage changing priorities and workloads.
- Ability to work independently within a remote support environment while remaining highly accountable.
- Strong teamwork and collaboration skills.
- Willingness to participate in ongoing training, coaching, and professional development activities.
- Experience supporting customers within subscription, contract-based, technology, analytics, finance, telecommunications, utilities, or similar service-based industries would be advantageous.
- Exposure to payment processing, billing enquiries, account administration, or finance-related customer support would be beneficial.
- Experience working against service levels, quality metrics, productivity targets, or customer satisfaction measures would be highly regarded.
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:
- Onsite: Level 28, IBP Tower, Jade Drive, Ortigas Center, Pasig City, Metro Manila, Philippines
- Mon - Fri: 5:00 AM – 2:00 PM or 6:00 AM – 3:00 PM PHT (adjustments will be made for daylight saving time)
- 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.
🔗 Learn more about us through our official pages:
Website: https://twoconnect.com.au/
Careers: https://apply.workable.com/twoconnect-careers/
LinkedIn: https://linkedin.com/company/twoconnectau
Facebook: https://www.facebook.com/2woconnect/
Instagram: https://www.instagram.com/twoconnect_/
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What We Do
Twoconnect is an Australian-owned managed offshoring services provider that helps businesses scale by connecting them with skilled remote professionals in the Philippines. They provide comprehensive managed services, including talent sourcing, recruitment, IT setup, onboarding, and ongoing HR and performance management. Their mission is to empower people with global employment opportunities while helping clients reduce operational costs and improve efficiency through seamless cultural and operational integration.
