Telco Sales & Support Specialist (AU Retail, Hybrid)

ConnectOS; Metro Manila; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Hybrid work

Medical insurance

Dental coverage

Life insurance

Paid leave

Annual appraisal

13th month pay

Coffee at no cost

Wellness facilities

Career growth

Job summary

ConnectOS in Metro Manila invites an experienced Telco Sales & Support Specialist to join our team. You will provide professional phone and email support to retailers, process orders, manage returns and warranty claims, and ensure timely retailer inquiries resolution.

This role emphasizes customer engagement and operational excellence. Working hours are 6am to 3pm PHT, Monday to Friday, with a hybrid work setup in a centrally located facility in Metro Manila.

Qualifications

• Previous experience in customer service, tele sales, account support or contact centre environments.
• Experience within telecommunications, retail, distribution or technology industries preferred.

Responsibilities

• Provide professional phone and email support to retailers across the T-Distribution network.
• Process orders accurately and efficiently, ensuring compliance with agreed service levels.
• Proactively contact retailers to support product sales, promotions and new product launches.
• Build and maintain trusted relationships with retailers to understand their business requirements and provide appropriate solutions.
• Manage retailer enquiries relating to products, ordering, stock availability, promotions and operational processes.
• Coordinate and administer returns, faulty product claims, warranty matters and credit requests in accordance with company policies and supplier requirements.
• Investigate and resolve retailer issues at first point of contact wherever possible.
• Escalate unresolved operational, technical or supplier-related issues to the appropriate internal teams and stakeholders.
• Maintain accurate customer records, case notes and activity updates within relevant systems.
• Support continuous improvement initiatives to enhance retailer experience and team performance.
• Consistently meet or exceed established service, sales and operational performance indicators (KPIs).
• Collaborate effectively with sales, supply chain, finance, vendor and support teams to ensure positive business outcomes.

Skills

Customer service

Sales support

Phone & email communication

CRM experience

Tools

Salesforce

Order management systems

Job description

Schedule: Monday to Friday (6am to 3pm PHT)

The Telco Sales & Support Specialist is responsible for providing sales, operational and customer support to the Client's T-Distribution network. This position plays a fundamental role in supporting retailer engagement, driving sales outcomes, processing orders, managing returns and warranty claims and ensuring timely resolution of retailer enquiries. The role acts as a key point of contact for Telstra retail partners, delivering a professional and seamless support experience while contributing to company growth and operational excellence.

Key Responsibilities and Requirements

• Provide professional phone and email support to retailers across the T-Distribution network.
• Process orders accurately and efficiently, ensuring compliance with agreed service levels.
• Proactively contact retailers to support product sales, promotions and new product launches.
• Build and maintain trusted relationships with retailers to understand their business requirements and provide appropriate solutions.
• Manage retailer enquiries relating to products, ordering, stock availability, promotions and operational processes.
• Coordinate and administer returns, faulty product claims, warranty matters and credit requests in accordance with company policies and supplier requirements.
• Investigate and resolve retailer issues at first point of contact wherever possible.
• Escalate unresolved operational, technical or supplier-related issues to the appropriate internal teams and stakeholders.
• Maintain accurate customer records, case notes and activity updates within relevant systems.
• Support continuous improvement initiatives to enhance retailer experience and team performance.
• Consistently meet or exceed established service, sales and operational performance indicators (KPIs).
• Collaborate effectively with sales, supply chain, finance, vendor and support teams to ensure positive business outcomes.

Competencies

• Customer Focus - Does everything through the eyes of the customer
• Communicates Effectively - Communicates with a clear understanding of the unique needs of different audiences
• Plans and Aligns - Plans and prioritises to align with organisational goals
• Drives Results - Consistently achieves results, even under tough circumstances
• Builds Networks - Effectively builds relationship networks inside and outside the organisation
• Being Resilient - Rebounds from setbacks and adversity when facing difficult situations
• Resourcefulness - Secures and deploys resources effectively and efficiently

Preferred Experience and Qualifications

• Previous experience in customer service, tele sales, account support or contact centre environments.
• Experience within telecommunications, retail, distribution or technology industries preferred.
• Demonstrated ability to manage customer enquiries and sales opportunities via phone and email.
• Experience processing orders, managing returns and coordinating warranty claims.
• Strong attention to detail and administrative capability.
• Working knowledge of CRM and order management systems (Salesforce experience preferred).
• Excellent communication, relationship management and stakeholder engagement skills.
• Proven ability to manage competing priorities and work effectively in a fast-paced environment.
• Strong problem-solving skills and commitment to delivering exceptional customer outcomes.
• Ability to work collaboratively within a team environment to achieve shared objectives.

Join the awesome team and enjoy these benefits & perks

• Hybrid
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.