Customer Service Advisor - Manila

• 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

Your aim is to achieve first call resolution and drive customer satisfaction, while identifying opportunities to upsell and retain customers.

• 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

• Strong verbal and written communication
• Excellent phone handling and active listening skills
• Ability to explain information clearly in a structured and professional manner

• Previous customer service or contact centre experience essential
• Demonstrated success in meeting or exceeding KPIs

• Familiarity with CRM systems and best practices

• A team player who thrives in a collaborative environment
• Customer-focused with a positive, adaptable attitude
• Strong multitasking and time management skills