• Handle inbound and outbound calls professionally • Assist customers with questions, scheduling, and follow-ups • Provide accurate information and customer support • Document call notes and updates in company systems • Maintain a professional and positive tone on calls • Follow company processes and communication guidelines • Support the team with general customer service tasks

• Demonstrates basic knowledge of the product and product features for one assigned brand. • Demonstrates basic knowledge of internal processes and system tools. • Manage customer service interactions by providing accurate and efficient resolution to incoming requests via phone, email and/or the Allegion online portal. • Gain proficiency in product to understand the needs and expectations of customers. • Follow standard operating procedures to support and resolve customer requests: order status, expedite and tracking, order modifications, document reprints, initiation of returns and replacement orders, credit & debits to customer accounts, provide product pricing and availability, as well as ad hoc product inquiries as needed. • Act as customer liaison when working with cross-functional teams to resolve customer requests. • Complete initial troubleshooting on return and warranty claims and escalate to the appropriate teams as necessary. • Effectively use CRM to gather and document service requests to pass along defect free cases to supporting departments for review and resolution as applicable. • Utilize and manage appropriate ERP business systems. • Proactively monitor and follow up on customer service requests daily to ensure timely customer resolution. • Accurately document service request in CRM to ensure data integrity for root cause problem solving activities across the business. • Meet all service level agreements as assigned. • Maintain active engagement in all training activities to ensure awareness of all Allegion product, policy, guideline, and procedure changes.

• Deliver white glove customer support across channels • Provide expert product and fragrance recommendations based on mood, personality, and occasion • Anticipate customer needs and proactively offer thoughtful solutions throughout the experience • Maintain accurate and detailed records of customer interactions using CRM and service tools • Identify opportunities to elevate the customer journey and share insights with leadership • Contribute to a collaborative, high performance team environment while working independently when needed

Role Description The Customer Success Manager (CSM) is responsible for ensuring every patient has a seamless, supportive, and positive experience throughout their care journey. This role blends patient communication, care‑plan coordination, service recovery, and operational oversight to maximise patient satisfaction, retention, and clinical outcomes. The CSM acts as the bridge between patients, practitioners, and administrative staff — ensuring clarity, consistency, and exceptional service at every touchpoint. Key Responsibilities - Patient Experience & Relationship Management - Serve as the primary point of contact for patient enquiries, concerns, and follow‑up needs. - Build strong relationships with patients to support trust, compliance, and long‑term care. - Conduct post‑appointment check‑ins, progress calls, and satisfaction follow‑ups. - Manage service recovery for dissatisfied patients and escalate clinical concerns appropriately. - Care Plan Coordination - Guide patients through their recommended care plans, ensuring understanding of goals, timelines, and expectations. - Monitor patient adherence and proactively reach out to those who miss appointments or fall behind. - Coordinate with chiropractors to adjust care plans based on progress or feedback. - Track outcomes and identify opportunities to improve patient engagement. - Clinic Communication & Workflow Support - Ensure consistent messaging across reception, practitioners, and digital channels. - Maintain high‑quality communication templates for SMS, email, and phone scripts. - Support front‑desk staff with complex patient queries or escalations. - Assist with scheduling optimisation to reduce gaps and improve practitioner utilisation. - Retention, Reactivation & Growth - Implement patient retention strategies, including progress reviews and milestone recognition. - Manage reactivation campaigns for inactive or overdue patients. - Identify opportunities for additional services (e.g., decompression, rehab, wellness plans) based on patient needs. - Track key metrics such as retention rate, reactivation rate, and care‑plan completion. - Operational Excellence - Monitor patient feedback and identify trends affecting satisfaction or retention. - Collaborate with the clinic manager to refine processes, reduce friction, and improve efficiency. - Support onboarding of new patients to ensure a smooth first‑visit experience. - Maintain accurate records in the practice management system. Qualifications - Warm, confident communicator with strong interpersonal skills. - Highly organised with excellent follow‑through. - Ability to manage sensitive conversations with empathy and professionalism. - Strong problem‑solving and service‑recovery skills. - Comfortable with digital tools (practice software, CRM, email, SMS platforms). - Understanding of chiropractic care principles (training provided). Success Indicators - High patient satisfaction scores. - Increased care‑plan completion rates. - Reduced cancellations and no‑shows. - Strong patient retention and reactivation metrics. - Smooth communication flow between patients and practitioners. - Positive feedback from clinicians and admin staff. Benefits - Work from home. - Mon - Fri: 7:00 AM – 4:00 PM PHT (adjustments will be made for daylight saving time). - HMO with 2 free dependent and medical reimbursements. - Government-mandated benefits. - Opportunities to work with leading companies in Australia and beyond. - Training programmes for career development. - Engaging company outings, team activities and wellness sessions. - Supportive, inclusive culture. - Dedicated managers focused on your growth and success. Company Description Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities. - We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable. - Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee. - Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.