Customer & Logistics Coordinator (Evenings) - HMO Included

Outsourced Quality Assured Services Inc. (ISO Certified); Cebu City; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Equipment provided

HMO

Signing Bonus

Job summary

Outsourced Quality Assured Services Inc. (ISO Certified) in Cebu City is seeking a Customer Service & Logistics Support Agent to deliver an exceptional customer experience from purchase through delivery, installation, and aftercare.

This dual role blends customer service excellence with hands-on logistics coordination. You will ensure orders arrive on time, in good condition, and that customers feel supported throughout their journey.

Qualifications

• Previous experience in customer service (e-commerce or retail).
• Excellent written and spoken English.
• Strong organisational skills and ability to manage multiple cases.
• Confident handling complaints and difficult conversations.
• Comfortable working evenings and weekends (Manila time).

Responsibilities

• Deliver outstanding service across email, live chat, and phone.
• Build trust with customers through clear, confident communication.
• Proactively request and encourage customer reviews (e.g. Trustpilot).
• Turn negative experiences into positive outcomes.
• Coordinate deliveries of large garden furniture items (including kerbside and installation services).
• Liaise with drivers, installers, warehouses, and third-party couriers.
• Track orders and provide real-time updates to customers.
• Manage delivery expectations, delays, and rescheduling.
• Handle claims relating to damages, missing parts, or installation issues.
• Manage warranty queries and replacement part orders.
• Offer appropriate goodwill gestures, refunds, or replacements in line with company guidelines.
• Take ownership of escalations and see cases through to resolution.
• Accurately log all interactions and updates in internal systems.
• Work towards KPIs including response time, resolution time, and customer satisfaction.
• Identify recurring issues and feedback to improve products and processes.

Skills

Customer service

English communication

Organisational skills

Complaint handling

Evenings/weekends availability

Tools

CRM/ticketing systems

Job description

Outsourced Quality Assured Services Inc. (ISO Certified) in Cebu City is seeking a Customer Service & Logistics Support Agent to deliver an exceptional customer experience from purchase through delivery, installation, and aftercare.

This dual role blends customer service excellence with hands-on logistics coordination. You will ensure orders arrive on time, in good condition, and that customers feel supported throughout their journey.