Customer Success Specialist
Manila
Remote Roles - Philippines /
Full Time (Work From Home) /
Remote
About the Company
Our client is a fast-growing, contractor-led supplier of tools, consumables, and construction essentials serving customers across Australia. With deep industry roots and hands-on experience, they deliver smarter service and faster supply to a growing client base in the building and construction space. Backed by practical knowledge and a no-nonsense approach. They built a trusted reputation with trades and contractors across NSW and beyond. The team is driven by speed, precision, and a commitment to reliable delivery, making them a go-to name on any job site.
This is a fantastic opportunity to join a supportive, results-driven environment and contribute directly to the efficiency and quality of sales operations.
Quote Follow-Up (Within 24 Hours)
- Proactively follow up on all customer quotes via phone or email within 24 hours.
- Provide additional information or assistance to support the purchasing decision.
Customer Call Handling & Sales Support
- Handle incoming customer calls professionally, taking clear and accurate notes.
- Respond to basic queries and redirect complex enquiries to relevant account managers.
Pricing & Product Availability
- Check and provide up-to-date pricing and availability using supplier and inventory data.
- Guide customers toward appropriate tools and materials for their project needs.
Client Satisfaction Follow-Ups
- Contact clients post-delivery to confirm satisfaction and timelines.
- Log feedback and escalate concerns to sales or logistics for prompt resolution.
CRM & Quote Management
- Maintain accurate and updated records in the CRM system (Zoho).
- Log interactions, tasks, and quote progress to ensure visibility across the sales team.
Sales Administrative Support
- Assist with quote preparation, client communication, order confirmations, and document updates.
- Enable sales reps to focus on relationship building and closing deals.
Dispatch & Logistics Coordination
- Communicate with the Sydney-based logistics team regarding delivery schedules and ETAs.
- Keep customers informed about the status of their deliveries.
Product Knowledge & Upselling
- Stay informed about the clients product range and recommend solutions based on customer needs.
- Identify upsell opportunities or alternate product suggestions.
Lead Identification via BCI & Market Monitoring
- Monitor industry platforms (e.g., BCI) to identify upcoming construction projects and potential leads.
- Share qualified leads with the sales team to support pipeline growth.
Skills and Qualifications
- Minimum 2 years of customer service, admin, or sales support experience
- Excellent spoken and written English communication skills
- Strong phone manner with a professional and friendly approach
- Experience using CRM systems (Zoho preferred)
- Detail-oriented with strong organisational and follow-up skills
- Ability to work independently and manage priorities effectively
- Basic understanding of construction tools, consumables, or supply chains is a plus
- Experience with lead generation platforms is advantageous
