Customer Service & Logistics Coordinator Evenings/Weekends

Outsourced; Cebu City; On-site; PHP 420,000 - 540,000; Full time

Job summary

Outsourced in Cebu seeks a Customer Service & Logistics Support Agent to deliver top service from purchase through delivery, installation and aftercare. This dual-role position combines customer support with hands-on logistics coordination, ensuring orders arrive on time and in good condition.

You will liaise with drivers and warehouses, resolve issues, log interactions in CRM, and work Manila-time evenings and weekends.

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.
• 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 goodwill gestures, refunds, or replacements in line with 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 and customer satisfaction.
• Identify recurring issues and feedback to improve products and processes.

Skills

Customer service

English communication

Organisation

Complaint handling

UK customer experience

CRM/ticketing systems

Tools

CRM/ticketing systems

Job description

Outsourced in Cebu seeks a Customer Service & Logistics Support Agent to deliver top service from purchase through delivery, installation and aftercare. This dual-role position combines customer support with hands-on logistics coordination, ensuring orders arrive on time and in good condition.

You will liaise with drivers and warehouses, resolve issues, log interactions in CRM, and work Manila-time evenings and weekends.