The Sales Customer Service Representative is a vital member of the front-line team responsible for handling inbound and outbound enquiries across phone and email for Reach Insurance’s range of insurance products. This role is key to delivering exceptional service, managing multi-product enquiries, and guiding prospective clients through the end-to-end sales process.
Description
- Respond to inbound phone and email queries ensuring all customers receive timely, professional assistance.
- Triage queries, identify next steps, and direct enquiries to appropriate internal teams as required.
- Confidently explain product features, benefits, inclusions, exclusions, and pricing for multiple insurance products.
- Manage both B2C and B2B queries, including brokers, agents, and veterinary clinic partners.
- Assist customers in understanding policy features, exclusions, and claim requirements.
- Escalate complex or high-value issues to the appropriate internal teams.
- Manage outbound follow-ups to convert warm leads and incomplete applications into active sales.
- Ensure all customer interactions, updates, and policy details are logged accurately within CRM systems.
- Handle post-sale enquiries including activation, document delivery, and basic amendment requests.
- Monitor recurring themes in customer queries to improve support documentation and reduce friction.
- Receive and verify early-stage claim submissions, ensuring required information is complete and correct.
- Log, tag, and forward triaged claims to the Claims Processing team for further assessment.
- Collaborate with team members to maintain a high standard of service delivery and sales performance.
- Other position-level duties as instructed during quieter periods of the shift.
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 for this role is Sales 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:
- Work from home
- Mon - Fri: 5:00 am – 2:00 pm PHT or 4:00 am – 1:00 pm PHT(adjustments will be made for daylight saving time)
- 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_/
