Customer Service Team
Here in Australia. There in the Philippines. Since 2009.
Customer Service That Grew With Us
Built for a Reason, Not for Show
Our Philippines customer service operation wasn't set up as a cost-cutting measure or an outsourcing trend. It's named INES, short for I-Net External Support, chosen in honour of Ines Campos, whose voice was often the first customers heard in Forex Cargo's earliest days. It carries her name because it carries her standard of care.
Established 2009
Set up specifically to protect service quality as Forex Cargo grew.
Works With, Not Instead Of
Operates alongside the Australian team, not as a replacement for it.
Two Time Zones Covered
Questions don't have to wait for the next Australian business day.
Local Knowledge
A team who understand the Philippines side of the journey firsthand.
Two Countries, One Team
Our connection with the Philippines doesn't end when your box leaves Australia.
Since 2009, our Philippines-based customer service operation has provided another important connection between our customers, our Australian operations and the Philippines. It was set up for one reason: to protect the level of customer service Forex Cargo customers had come to expect as the business kept growing.
Today, our people work across both countries with one shared purpose: looking after the families who place their trust in Forex Cargo.
Your First Call
- Booking pickups and answering questions
- Coordinating with our warehouse and driver network
- Your point of contact from day one
Since 2009
- Set up specifically to protect service as we grew
- Works alongside the Australian team, not apart from it
- Often the team confirming your box has safely arrived
Here in Australia. There in the Philippines. Same standard of care, same shared purpose.
Help That Doesn't Clock Off With Australia
Because our customer service operates across two time zones and two countries, you're rarely far from an answer.
- Support available beyond standard Australian business hours
- Someone on the ground who understands Philippines-side logistics
- Faster answers when your box has already reached the Philippines
- A team who share responsibility for your box from start to finish
So What Actually Happens to Your Box?
See the full journey your balikbayan box takes from your home in Australia to your family's door.