Customer Service & Logistics Coordinator - Furniture

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

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.