Twoconnect

Customer Support Officer – Outbound, Tech

Twoconnect

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • We are seeking a proactive and commercially minded Customer Support Officer to support an ongoing audio and headphones retail program, operating as an extension of a Telco-aligned team. This role is heavily focused on phone-based store engagement, with a strong emphasis on monitoring stock levels, identifying risks and opportunities, and capturing detailed store-level insights.
  • The successful candidate will be confident in building rapport over the phone, highly analytical, and skilled at capturing both quantitative data and anecdotal feedback to support sales performance and availability.
  • **Outbound Store Engagement**
  • - Conduct scheduled outbound calls to AU/NZ retail partners according to agreed KPIs and build strong relationships with store owners, managers, and retail staff within the audio/headphones category.
  • - Monitor stock levels, sell-through trends, and replenishment needs, recommending orders and supporting replenishment conversations.
  • - Identify and escalate stock risks, including low stock, overstock, discontinued lines, or supply issues.
  • - Collect insights on product performance, customer feedback, and competitor activity, providing feedback on fixtures, displays, and merchandising effectiveness.
  • - Communicate promotional activity, pricing updates, new product launches, and brand messaging, and identify opportunities for in-store training, product demonstrations, and promotional events.
  • - Promote adoption of the internal learning and product training platform.
  • **Inbound, Email & Administration**
  • - Manage inbound calls and email enquiries regarding stock availability, pricing, promotions, and general support, resolving or escalating issues as needed.
  • - Maintain accurate records of calls, stock discussions, insights, and actions.
  • - Prepare structured reports combining stock data, trends, and anecdotal store feedback.
  • **Program & Relationship Support**
  • - Act as a trusted point of contact for stores, ensuring follow-up on stock actions and commitments.
  • - Proactively identify opportunities to improve stock visibility, availability, and overall program effectiveness.

Requirements

  • - At least 3 years of experience in a phone-based role within Australian/New Zealand Telco, consumer electronics, retail support, call-centre, or account coordination environments is highly desirable.
  • - Experience dealing with stock levels, inventory conversations, or replenishment support is highly regarded.
  • - Strong ability to build rapport and credibility over the phone.
  • - High level of initiative, ownership, and follow-through.
  • - Strong analytical skills and attention to detail, with the ability to interpret stock data and capture anecdotal insights.
  • - Excellent verbal and written communication skills.
  • - Comfortable working to KPIs, schedules, and reporting requirements.
  • - Proficient with CRM systems, reporting tools, and standard office software.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
stock managementinventory controldata analysisreportingcustomer feedback collectionpromotional activity communicationproduct trainingsales performance supportreplenishment supportrisk identification
Soft skills
relationship buildinganalytical skillsattention to detailinitiativeownershipfollow-throughverbal communicationwritten communicationproblem-solvingcustomer service