Customer Service, Sales Administration Assistant

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the primary initial point of contact for incoming customer and business calls during agreed Australian business hours utilizing the company’s VoIP softphone.

• Respond to customer inquiries, process telephone orders, transfer calls, record messages, and complete callbacks.

• Provide assistance with product inquiries, stock availability, customer-specific pricing, order status, invoices, freight, and delivery information.

• Address complaints and promptly escalate complex issues.

• Maintain precise notes of calls, customer requests, and follow-up actions.

• Conduct proactive outbound calls to existing customers to nurture relationships, encourage repeat orders, and introduce relevant products.

• Follow up with inactive customers, quotations, brochures, samples, previous inquiries, and outstanding orders.

• Identify upselling and cross-selling opportunities in a supportive, consultative manner.

• Follow up on new prospects provided by the external telemarketing agency.

• Introduce the company and its relevant product ranges, confirm buyer needs, and arrange for catalogues, samples, and quotations.

• Document call outcomes, objections, promised actions, and next-contact dates.

• Escalate high-value opportunities, complex negotiations, and non-standard pricing issues to the Australian sales team.

• Prepare and process customer sales orders and invoices using MYOB.

• Verify customer details, product codes, quantities, prices, discounts, GST, and freight charges.

• Maintain MYOB customer, accounting, and transaction records along with supporting files.

• Assist with payment allocations, basic account reconciliations, and accounts receivable follow-ups.

• Provide general administrative support, process telephone, email, and online orders, and respond to customer and supplier emails.

• Utilize Microsoft Outlook, Excel, Word, and Microsoft 365 for correspondence, documentation, records, and reporting.

• Conduct Google and online research to verify operational information.

• Collaborate with the administration and sales teams, take ownership of assigned tasks, and communicate status or issues promptly.

• Appropriately apply approved AI tools for emails, research, summaries, and Excel assistance while safeguarding confidential information and reviewing AI-generated outputs.

⛳️ Requirements

• Must be a candidate based in the Philippines.

• At least 2–3 years of experience in customer service, sales administration, order processing, accounts administration, or a related role.

• Strong telephone and customer service skills, along with an excellent command of spoken and written English.

• Demonstrated experience in handling inbound calls and making outbound customer follow-up calls.

• Ability to establish rapport and recommend suitable products.

• Hands-on MYOB invoicing experience is preferred, along with a solid understanding of basic bookkeeping and accounting.

• Willingness to undertake a practical MYOB invoicing test and participate in live inbound/outbound customer call role-play during recruitment.

• Excellent numerical skills and a strong attention to detail, particularly with invoices, orders, prices, GST, and freight.

• Proficient in Microsoft Outlook and highly competent with Excel, Word, and Microsoft 365.

• Good common sense, independent problem-solving abilities, and organizational skills.

• Capability to manage multiple responsibilities while prioritizing incoming phone calls.

• Professional email communication skills and effective Google research capabilities.

• Ability to work independently and consistently in a remote setting.

• Early communication of issues and strict maintenance of confidentiality.

• Highly organized and capable of managing repetitive tasks consistently and accurately.

• Ability to adhere to procedures while knowing when to seek clarification.

• Must disclose any current ongoing roles or client work.

• Engagement must be reflected on LinkedIn, clearly identified as “Independent Contractor.”

🏝️ Benefits

• 100% remote work from home.

• Flexible time management as an independent contractor, while aligning with Australian business hours.

• Training on the company’s approved use of AI.

• Engagement through an Independent Contractor Agreement.