Customer Engagement

2 days ago

Manila, National Capital Region, Philippines STAFF X Full time ₱300,000 - ₱600,000 per year

About Our Client

Our client is a leading Australian company within the home improvement and building products industry, dedicated to providing quality solutions through a strong national dealer network. They take pride in fostering a culture built on teamwork, clear communication, and customer satisfaction — ensuring every interaction reflects their commitment to excellence.

As part of their ongoing growth and customer engagement strategy, they are hiring a Customer Engagement & Dealer Support Specialist to help strengthen relationships between the business, its dealer network, and its end customers.

About the Role

This role plays a key part in connecting potential customers with the right dealers while maintaining a strong focus on lead qualification, follow-ups, and customer satisfaction.

You will be responsible for ensuring that all leads generated through marketing are contacted promptly, accurately qualified, and properly handed off to the dealer network — creating a seamless and positive customer experience.

You'll work closely with the Head of Dealer Network and other key stakeholders to drive process efficiency, improve dealer responsiveness, and increase conversion rates.

Key Responsibilities

  • Engage with inbound leads via phone and email to assess needs and qualify interest
  • Conduct follow-ups with both customers and dealers to ensure timely communication and lead resolution
  • Track and record all customer and dealer interactions within the CRM (Salesforce)
  • Support the dealer network by providing accurate lead information and timely updates
  • Conduct brief customer satisfaction surveys to ensure service quality and resolve minor issues
  • Collaborate with the Head of Dealer Network and management team to identify process improvements
  • Maintain a high standard of professionalism and customer care in all communications
Requirements
  • At least 3 years of experience in a phone-based customer service, inside sales, or lead qualification role
  • Excellent communication skills and a confident phone manner
  • Strong attention to detail with the ability to follow scripts and record accurate information
  • Comfortable working with CRMs (Salesforce experience preferred) and telephony systems such as 3CX
  • Adaptable, reliable, and able to work independently with minimal supervision
  • Experience supporting Australian clients or familiarity with Australian business communication styles is preferred
  • Australian experience preferred — familiarity with Australian communication styles and customer expectations is highly valued

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