Customer Success Representative (Offshore – Philippines)
About the company
Abco Products is a national leader in cleaning and hygiene solutions, proudly supplying businesses across Australia and New Zealand. With a strong culture of teamwork, accountability, and shared success, we’re a company where your contribution genuinely matters.
About the role
We are seeking an experienced, highly capable Customer Service Representative to join our team in an offshore capacity from the Philippines. This is not an entry-level position — we’re looking for someone who has already proven themselves as the go-to person in their team, with the depth of knowledge and proactive mindset to hit the ground running.
In addition to core customer service responsibilities, this role provides project and administrative overflow support to Executive Assistants across our Operations, Sales, and Service divisions.
Please note: This role requires flexibility with working hours. Occasional cover when other CS team members are unavailable will be required.
Key responsibilities
- Process customer orders accurately and efficiently
- Handle inbound inquiries via phone, email, and live chat with professionalism
- Prepare and follow up on quotes to convert opportunities into confirmed orders
- Track and manage orders to ensure our 24-hour dispatch commitment is met
- Proactively resolve customer issues and complaints
- Keep clients informed on ETAs, backorders, and order changes
- Follow up with suppliers on purchase orders
- Identify and act on upselling and cross-selling opportunities
- Conduct proactive telesales calls as required
- Support project work and EA overflow across Operations, Sales, and Service teams
Skills and experience
- 5+ years in a customer service or account support role (B2B strongly preferred)
- Demonstrated experience as a subject matter expert or go-to resource in a CS team
- A proactive, solutions-focused mindset — acts without needing to be directed
- Excellent written and spoken English communication skills
- Strong attention to detail and ability to manage competing priorities
- Able to work independently and take full ownership of tasks
- Confident using CRM or ERP systems (Pronto experience highly regarded)
- Genuine flexibility with working hours, including early morning availability (PH time)
Our culture
At Abco, everything we do is guided by four core values:
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We Not I — Collaborate for shared success
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Fast Fix — Resolve issues effectively, the first time
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Own It — Take accountability and see things through
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Always Hungry — Strive for continuous improvement
What’s in it for you
Participation in our Growth by Sharing (GBS) program — a company-wide profit-sharing initiative with no cap. When Abco exceeds its targets, every team member shares in that success.
How to apply
Click Apply and submit your resume along with a quick 2-min loom recording outlining your experience and why you’re the right fit for this role.
