Customer Service Advisor

2 days ago

Ortigas, Philippines Outposter Full time ₱150,000 - ₱300,000 per year

Customer Service Advisor (NBN and AU Telco Experience Required)

Full-Time

Weekend & Public Holiday Availability Required

Be the voice our customers trust. Solve problems, build loyalty, and make a difference every day.

We're on a mission to connect Australians in rural and remote areas to reliable broadband. We're seeking a Customer Service Advisor who is passionate about helping people and committed to delivering outstanding service with every interaction.

About the Role

As a Customer Service Advisor, you'll be the frontline support for our clients customers. You'll handle a variety of contact channels – including phone, email, live chat, and social media – with a focus on resolving queries quickly and efficiently. Your aim is to achieve first call resolution and drive customer satisfaction, while identifying opportunities to upsell and retain customers.

Key Responsibilities

  • Manage inbound and outbound calls, emails, chats, and social media inquiries within SLAs

  • Resolve customer issues with a first-contact resolution approach

  • Accurately log and update customer information in CRM and billing systems

  • Troubleshoot product and service-related queries, escalating where needed

  • Support retention efforts by identifying and addressing potential churn risks

  • Share knowledge with customers to maximise self-service opportunities

  • Check and process activations, refunds, credit notes, and manual invoices

  • Reactivate suspended accounts and complete SAI allocations

  • Liaise with internal departments and third parties to resolve escalated queries

  • Go the extra mile to deliver an outstanding customer experience

What We're Looking For
Skills & Abilities

  • Strong verbal and written communication

  • Excellent phone handling and active listening skills

  • Ability to explain information clearly in a structured and professional manner

Experience

  • Previous customer service or contact centre experience essential

  • Demonstrated success in meeting or exceeding KPIs

Knowledge

  • Familiarity with CRM systems and best practices

Personal Qualities

  • A team player who thrives in a collaborative environment

  • Customer-focused with a positive, adaptable attitude

  • Strong multitasking and time management skills

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