Inbound Calls & Retention Specialist

Three Peaks International is a Sydney based staffing solutions partner which provides local and virtual staffing solutions to Australian businesses through outsourcing, recruitment, and migration. Simply put, we help businesses grow by providing them the staff they need that gets the job done.

About the role

Youll be the primary phone specialist for our client—handling all inbound enquiries from our website phone number and driving outbound retention + customer check-ins to improve renewals and reduce issues/returns.

This role suits someone who genuinely loves calling, enjoys long-form conversations, and is confident speaking with older Australians and their families.

Tools youll use (must be comfortable with)

• Aircall (call management + tracking)
• Crisp (support tickets + escalations)
• Shopify (customer database + orders)
• Stripe (SIM + 24/7 monitoring subscriptions, recurring billing + retention)

Core responsibilities

1. Inbound enquiries (primary focus)

• Answer inbound calls quickly and professionally.
• Understand caller needs (self / parent / grandparent, living situation, tech comfort, key concerns).
• Explain the client's business clearly and calmly (SOS, fall alerts, GPS, SIM plan, optional 24/7 monitoring).
• Handle objections and questions with empathy (price, reliability, setup, battery, coverage).
• Drive outcomes: convert to purchase, book a follow-up, or handover to tech support when required.
• Log notes + outcomes accurately in Aircall + Shopify (and/or CRM notes).

2) Outbound retention calls (SIM + 24/7 monitoring)

• Call customers coming up to renewal or at risk of churn.
• Confirm value, resolve friction, and guide payment/renewal through Stripe.
• Capture churn reasons + patterns and escalate issues via Crisp.

3) New customer outbound check-ins (activation + support)

• Proactively call new customers to improve onboarding and reduce returns:
• Confirm set-up success
• Check confidence using SOS / charging routine
• Identify issues early and create Crisp tickets when needed
• Escalate technical issues to the internal support team with clear notes.

4) Admin + escalation hygiene

• Maintain clean notes, outcomes, and follow-up tasks.
• Ensure every missed call gets a callback within agreed SLA.
• Keep Crisp tickets updated and route issues correctly.

Requirements 

• Fluent spoken and written English (clear, warm, confident)
• Enjoys calling — you should prefer calls over messaging
• APAC experience (Australia/NZ is ideal) + comfort with accents and senior communication
• Genuinely enjoys speaking with seniors and their families
• Proven experience in at least one of:
• inbound sales / phone sales
• customer success / retention calls
• call centre / contact centre roles

Nice to have

• Experience with any of: Aircall, Crisp, Shopify, Stripe
• Experience selling/supporting a consumer tech product (wearables/IoT a plus)

Technical Requirements (Independent Contractor Role)

• Reliable laptop/desktop (with at least one backup device)
• Noise-cancelling headset (for interviews and meetings)
• Stable internet connection with a backup (minimum 100 Mbps)