About this role.
This position involves managing inbound and outbound calls to up-sell and cross-sell products to existing customers, with a focus on retention and meeting sales targets. The role requires proven customer service and sales experience, strong communication skills, and the ability to follow up on leads. It offers permanent work-from-home, a day shift schedule, and benefits like HMO and training. As part of Twoconnect, the role provides opportunities to work with global clients. Overall, it is a fast-paced but rewarding opportunity for someone with insurance or banking experience.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Sales Customer Service Representative position at Twoconnect. With my proven experience in customer service and sales, I have developed strong skills in up-selling and cross-selling to existing customers. My ability to build rapport and identify customer needs has consistently helped me exceed sales targets while maintaining high satisfaction. I am particularly drawn to this role because of the permanent work-from-home setup and the opportunity to grow within a global team. I look forward to bringing my positive attitude and results-driven approach to your company.
Sample interview questions
In my previous role as a customer service representative, I noticed a customer calling about a claim. After resolving their issue, I identified that they didn't have a premium account. I explained the benefits and how it would offer them more coverage. They agreed to upgrade, which increased their satisfaction and generated additional revenue.
I listen actively, acknowledge their feelings, and remain calm. I avoid being pushy and focus on solving their issue first. Once they feel heard, I look for opportunities to offer solutions that genuinely benefit them, which often leads to a positive outcome.
I prioritize building trust and understanding the customer's needs. I use the company's systems to track interactions and follow up systematically. By staying organized and focused on the customer's best interest, I can naturally introduce relevant products, which helps me meet my targets without compromising service quality.
I have worked in a bank for two years, where I handled customer inquiries about savings accounts and credit cards. I learned to identify cross-sell opportunities such as insurance for account holders. I am familiar with compliance regulations and the importance of explaining terms clearly.
I am attracted to Twoconnect's global opportunities and supportive culture. Working from home is ideal for me because I have a dedicated workspace and strong self-discipline. I have experience using collaboration tools and maintaining productivity without direct supervision, which ensures I can meet my responsibilities effectively.
The Sales Customer Service Representative is responsible for up-selling and cross-selling the company’s products and services to existing customers via telephone. This role involves both inbound and outbound calls, utilizing established systems and processes to achieve sales targets while maintaining excellent customer service.
- Up-sell and cross-sell products and services to existing customers through inbound and outbound telephone calls.
- Leverage the company’s systems and tools to meet sales targets within established service times.
- Follow up on leads generated on the website. • Identify sales opportunities from existing client quotes within 4–6-week campaigns.
- Maintain accurate and detailed records of sales activities and customer interactions.
- Inform management of potential areas for growth in product, service, and education sales.
- Answer customer claims queries.
Requirements
- Proven experience in a Customer Service/ Sales environment.
- Demonstrated ability to identify and meet customer needs through effective sales techniques.
- Excellent oral and written communication skills to interact with customers and internal teams effectively.
- Proficient in using computer systems and software to record sales activities and access customer information.
- Strong interpersonal and teamwork skills to collaborate with colleagues and maintain positive customer relationships.
- Ability to learn new information (product and company knowledge).
Note: The official job title of the role is Retention Customer Service Officer.
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:
- Permanent work from home
- Monday–Friday: 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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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