Customer Service Representative (CSR)

Minimum Qualifications:

1. Bachelor's/College Degree in any field
2. At least 6 mos of customer service experience
3. Strong verbal and written English communication skills
4. Experience handling voice-based customer interactions
5. Ability to work independently and accomplish objectives with minimal supervision
6. Positive attitude, patience, willingness to learn, and initiative
7. Good judgment, customer-focused mindset, and goal-oriented approach
8. Basic proficiency in Microsoft Office applications
9. Willing to work night shifts, holidays, and onsite

Preferred Skills and Experience:

1. Previous BPO/customer service experience, particularly in a voice account, is preferred.
2. Logistics or transportation industry experience is an advantage but not required.
3. Familiarity with last-mile delivery is a plus.
4. Excellent English communication skills with a professional, empathetic, and customer-focused approach.
5. Basic computer proficiency and ability to navigate CRM, ticketing, and client-provided systems.

Key Responsibilities:

1. Handle inbound customer calls promptly and professionally.
2. Assist customers with shipment tracking and delivery concerns.
3. Process order amendments and customer requests.
4. Coordinate logistics exceptions and file appropriate tickets.
5. Handle routine customer and business inquiries.
6. Provide email and chat support when required.
7. Assist with Proof of Delivery (POD) concerns, including verification of delivery receipts and resolution of delivery proof disputes.
8. Meet established productivity, quality, and volume targets.
9. Maintain accurate documentation of customer interactions and concerns.

*Employment Type: Full-Time

*Work Setup: Onsite

*Office Location: Pasig City

*Schedule: 9:00 PM – 6:00 AM PST; must be amenable to night shift schedules, rest days, and working holidays

*Salary Package: PHP 23,000/month