Customer Service Associate

Customer Service Associate

Company: Shipzy

Location: Silang, Cavite, Philippines — onsite

Schedule: 6 days a week

Employment type: Full-time

Must be willing to work 6-days a week, and shift schedule during weekends and holidays.

About the role

We're an early-stage logistics company running a platform that connects customers, drivers, and our internal admin team. As a Customer Service Associate, you'll be one of the main points of contact for our customers — helping with bookings, tracking deliveries, resolving concerns, and making sure customers receive timely and accurate updates. This is a hands-on role in a small team, so expect variety, fast-moving situations, and real ownership from day one.

What you'll do

• Customer support and communication
• Respond to customer inquiries and booking requests across phone, Viber, Messenger, email, and other company channels
• Assist customers with bookings, delivery requests, shipment status, and service-related questions
• Provide accurate and timely updates on pickups, deliveries, delays, and other shipment concerns
• Handle customer complaints, delivery disputes, failed deliveries, and rebooking requests
• Maintain a professional, helpful, and customer-focused approach when dealing with concerns
• Shipment coordination
• Monitor active bookings and delivery status through the platform's admin dashboard
• Coordinate with drivers and the Operations team regarding pickups, drop-offs, delays, and delivery issues
• Follow up on delayed, failed, or pending deliveries and ensure concerns are properly resolved
• Escalate urgent or unresolved customer and delivery issues to the appropriate team
• Coordinate with Operations to ensure customers receive timely updates throughout the delivery process
• Admin and back-office
• Maintain accurate records of customer inquiries, complaints, bookings, and resolutions
• Update customer and shipment information in the company's platform and internal systems
• Maintain proper records of proof of delivery and other customer-related documents
• Prepare daily and weekly customer service reports when required
• Identify recurring customer concerns and provide feedback to management to improve our processes and service

What we're looking for

• 1–3 years of experience in customer service, logistics, operations, e-commerce, or a related field
• Bachelor's degree in any field (Business, Communications, Logistics, or Operations is a plus)
• Strong written and verbal communication skills in English and Filipino
• Comfortable working with web-based systems, Google Workspace, and spreadsheets
• Organized, detail-oriented, and able to manage multiple concerns at the same time
• Good judgment and problem-solving skills, especially when handling customer complaints or delivery issues
• Patient and professional when dealing with difficult or urgent customer concerns
• Willing to work onsite, six days a week, and to be reachable for urgent operational issues
• Startup-ready: comfortable with changing processes and wearing multiple hats

Nice to have

• Experience in trucking, courier, freight forwarding, last-mile delivery, or e-commerce
• Familiarity with CRM, ticketing, dispatch, or logistics management platforms
• Experience handling delivery-related complaints or customer escalations
• Basic understanding of logistics and delivery operations in the Philippines

What we offer

• Government-mandated benefits
• Direct exposure to founders and a real say in how we build our customer service processes
• Opportunity to grow with an early-stage logistics and technology company