Customer Service Representative - (Insurance/Financial AU Exp) - WFH

The Customer Service Representative (AU) 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.

Description

• Serve as the primary point of contact for customer enquiries related to products, services, and sales.
• Triage customer queries by assessing urgency, identifying root causes, and routing issues to the appropriate teams or resolving them at first contact where possible.
• Respond to customer queries via phone and email in a friendly, professional, and solution-focused manner.
• Build rapport with customers to understand their needs and recommend suitable products, services, or upgrades.
• Identify and support upselling and cross-selling opportunities based on customer needs, usage, and purchase history.
• Utilise company systems and tools efficiently to meet performance, service, and sales targets within agreed timeframes.
• Proactively inform customers about promotions, new product launches, and bundled offerings.
• Follow up on leads generated through the website and customer enquiries.
• Review existing client quotes and identify sales opportunities within active campaigns (4–6 running campaigns).
• Work confidently across multiple brands, adapting communication style as required.
• Escalate insights and feedback to management regarding potential growth opportunities in products, services, and customer education.
• Collaborate with internal teams to resolve customer concerns and improve overall service delivery.
• Maintain up-to-date knowledge of company products, services, systems, and policies.
• Accurately document customer interactions, feedback, and outcomes to support continuous improvement.
• Perform other role-related duties as assigned.

Requirements:
• 3–5+ years of experience in a customer service inbound/outbound role, ideally within the insurance or financial services industry.
• Exceptional verbal and written communication skills; friendly, confident, and clear when interacting with customers.
• Proven ability to handle multiple product lines and provide tailored recommendations.
• Demonstrated ability to manage high-volume inbound calls and emails.
• Strong attention to detail in data input, record keeping, and compliance processes.
• Familiarity with CRM platforms and multichannel communication tools (phone/email).
• Professional under pressure, able to prioritise, multitask, and handle escalations with care.
• Sales-focused mindset with a genuine commitment to customer care and satisfaction.

Note: The official job title of this role is Sales Customer Service Representative.

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
• Work Schedule (adjustments will be made for daylight saving time):
Monday – Wednesday: 9:30 AM – 6:30 PM PHT
Saturday: 5:00 AM – 2:00 PM PHT
Sunday: 6:00 AM – 3:00 PM PHT
RD: Thursday and Friday
• HMO with 1 free dependent and medical reimbursements
• Government-mandated benefits
• Work from home allowances
• 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_/