Customer Service Agent (Officebased - Cebu)

Hammerjack Pty Ltd; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

Outsourced Cebu IT Park Office is seeking a Customer Service & Logistics Support Agent to deliver an exceptional customer experience from purchase through to delivery, installation, and aftercare. This dual-role combines customer service excellence with hands-on logistics coordination.

You will coordinate deliveries of large furniture items, liaise with drivers and warehouses, log interactions, and support post-sale issues while meeting KPIs.

Qualifications

• Previous experience in customer service (preferably 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).
• Experience with bulky goods delivery (furniture, appliances, etc.).
• Logistics or supply chain coordination experience.
• Familiarity with CRM/ticketing systems.
• Experience working with UK-based customers.

Responsibilities

• Deliver outstanding service across email, live chat, and phone.
• 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.
• Manage delivery expectations, delays, and rescheduling; handle claims relating to damages, missing parts, or installation issues.
• Log all interactions and updates in internal systems; work towards KPIs including response time, resolution time, and customer satisfaction.

Skills

English proficiency

Organisational skills

Customer service

Logistics coordination

CRM/ticketing systems

UK customer experience

Bulky goods delivery

Tools

CRM software

Ticketing systems

Job description

Job Description

About Us:

Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

Job Overview

We are looking for a Customer Service & Logistics Support Agent to deliver an exceptional customer experience from purchase through to delivery, installation, and aftercare. This is a dual-role position combining customer service excellence with hands‑on logistics coordination. You will be responsible for ensuring customers receive their orders on time, in perfect condition, and feel fully supported throughout their journey.

Responsibilities

Customer Experience

• 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

Logistics & Delivery Support

• 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

After‑Sales & Issue Resolution

• 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

Operational Support

• 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

Qualifications

• Previous experience in customer service (preferably 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)
• Experience with bulky goods delivery (furniture, appliances, etc.)
• Logistics or supply chain coordination experience
• Familiarity with CRM/ticketing systems
• Experience working with UK‑based customers

Work Schedule:

Thursday, Friday & Monday: 4:30 PM – 1:30 AM | Saturday & Sunday: 3:00 PM – 12:00 AM Manila Time

Work Setup:

Onsite - Outsourced Cebu IT Park Office

• Must have at least 50mbps for both download and upload speed
• Must have own laptop/PC for taking assessments and client interviews

Note:

As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.