Customer Service Associate

Shipzy PH; Silang; On-site; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Government-mandated benefits

Direct exposure to founders

Opportunity to grow with early-stage,

Six-day onsite role

Job summary

Shipzy PH is seeking a Customer Service Associate to be a primary contact for customers, assisting with bookings, tracking deliveries, resolving issues, and providing timely updates. The role offers ownership from day one in a fast-paced, small team environment.

You will respond across multiple channels, coordinate with drivers, and maintain accurate records while delivering excellent service in English and Filipino. Onsite presence is expected six days a week to support operations.

Qualifications

• 1–3 years of experience in customer service, logistics, operations, e-commerce, or a related field.
• Bachelor's degree in any field.
• Strong written and verbal communication in English and Filipino.
• Comfortable with web-based systems, Google Workspace, and spreadsheets.
• Organized and detail-oriented with the ability to manage multiple concerns.
• Good judgment and problem-solving skills for customer issues.
• Patient and professional in urgent situations.
• Willing to work onsite six days a week and be reachable for urgent operations.

Responsibilities

• Respond to customer inquiries and booking requests across phone, Viber, Messenger, email, and other channels.
• Assist customers with bookings, delivery requests, shipment status, and service questions.
• Provide accurate and timely updates on pickups, deliveries, delays, and concerns.
• Handle customer complaints, delivery disputes, failed deliveries, and rebooking requests.
• Monitor active bookings and delivery status through the platform's admin dashboard.
• Coordinate with drivers and Operations on pickups, delays, and issues.
• Follow up on delayed or pending deliveries and resolve concerns.
• Escalate urgent or unresolved issues to the appropriate team.
• Maintain records of inquiries, complaints, bookings, and resolutions.
• Update customer and shipment information in platforms and internal systems.

Skills

Communication skills

English and Filipino

Organized

Multitasking

Education

Bachelor's degree

Tools

Google Workspace

Spreadsheets

Job description

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.

Key responsibilities

• 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
• 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
• Maintain accurate records of customer inquiries, complaints, bookings, and resolutions
• Update customer and shipment information in the company's platform and internal systems

About you

• 1–3 years of experience in customer service, logistics, operations, e-commerce, or a related field
• Bachelor's degree in any field
• 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
• Comfortable with changing processes and wearing multiple hats

Benefits

• 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

About us

We're an early-stage logistics company running a platform that connects customers, drivers, and our internal admin team.