CS-1520
Candidate #CS-1520
Customer Service Representative · 4 years experience · Zendesk, Live chat support, Complaint handling / de-escalation
$1,000per month + GST
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Customer Support role
Hire an offshore Inbound Support Agent
An Inbound Support Agent receives and handles incoming customer calls — resolving issues, answering enquiries, and delivering a professional brand experience on every interaction.
$1,200per month + GST, all-in
$50–62kAustralian salary range
$51,738est. saving a year (NSW)*
What they do
A inbound support agent who handles inbound call handling, active listening, issue resolution, crm logging, empathy, product knowledge and call wrap-up, full time and dedicated to your business.
Why hire offshore
01
Handle high inbound call volume at 50–60% of local call centre cost
02
Warm, professional call handling that reflects well on your brand
03
Scalable — add agents during peak periods without long-term local commitments
Skills
Inbound call handling Active listening Issue resolution CRM logging Empathy Product knowledge Call wrap-up
Software they use
ZeZendesk TalkRiRingCentralFiFive9SaSalesforce Service CloudGeGenesys
Cost comparison
What a inbound support agent costs a year
Local figures are salary plus 12% super and NSW payroll tax.
$25k
$50k
$59k
$66k
$73k
$14k
Local entry$50k salaryLocal typical$56k salaryLocal senior$62k salaryAdept$1,200/mo
Estimated saving
78%
About $51,738 a year against a typical local hire in NSW, before recruitment fees, leave cover, equipment and desk space.
A typical day
What a working day can look like
An example in Sydney time. Your inbound support agent follows your priorities and your tools.
8:30am
Overnight queue
Clears tickets that came in overnight, oldest first.
10:00am
Live chat
Answers chat and email in your tone, using your macros.
11:30am
Calls
Handles inbound calls and call-backs on your phone system.
1:30pm
Returns and fixes
Processes refunds, returns and account changes within your rules.
3:30pm
Knowledge base
Updates help articles when the same question comes up twice.
5:00pm
Shift report
Shares volumes, open tickets and anything you should know.
Available talent
Customer Support talent you can interview
1 available nowSee all customer support talent
Questions
Hiring a inbound support agent
Something else on your mind? Our Australian team can talk it through.
Can they handle inbound calls for Australian customers?
Yes, using VoIP with Australian phone numbers. Callers typically can't tell the agent is based offshore.
How are they trained on our products?
Structured onboarding covering product knowledge, call scripts, and escalation paths — typically 1–2 weeks before going live.
What quality measures are used?
Call recording, CSAT surveys, and regular quality scoring. Targets are agreed upfront and reviewed monthly.
Can they handle after-hours calls?
Yes, with shift arrangements. Philippine time zones are well-suited to Australian evening or weekend coverage.
Can they log calls in our CRM?
Yes. Call logging, ticket creation, and CRM updates after every interaction are standard practice.
Where they work
Industries and states
*Estimate compares $14,400 a year with a $56,000 salary plus 12% super and NSW payroll tax (5.45%, payable once wages pass the state threshold).
Ready when you are
Meet your inbound support agent this month
Tell us what you need and we'll shortlist candidates for you to interview. $1,200 a month + GST, with no upfront fees.
