Customer Service & Logistics Support Agent

Outsourced Quality Assured Services Pty; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Outsourced Quality Assured Services Pty in Cebu City is seeking a Customer Service & Logistics Support Agent to deliver outstanding service from order to delivery and beyond. This dual-role blends customer care with hands-on logistics coordination to ensure timely, intact deliveries and proactive post-sales support.

You will handle emails, live chat, and phone queries, coordinate deliveries with drivers and warehouses, log interactions in internal systems, and help meet KPIs for response and

Qualifications

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

Responsibilities

• Deliver outstanding service across email, live chat, and phone.
• Coordinate deliveries of large items and installation services.
• Track orders and provide real-time updates to customers.
• Handle claims for damages, missing parts, or installation issues.
• Log all interactions in internal systems and monitor KPIs.
• Escalate and resolve issues promptly.

Skills

Customer service

English proficiency

Organizational skills

Complaint handling

Evenings/weekends availability

Tools

CRM/ticketing systems

Job description

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Customer Service & Logistics Support Agent

Job Summary

This is a dual-role position combining customer service excellence with hands‑on logistics coordination.

Job Description

Job Title: Customer Service & Logistics Support Agent

Set up: Office based – Outsourced IT Park Cebu Office

Schedule:Thursday - Monday, 4PM - 1AM MNL time

Role 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.

Key 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

Skills & Experience

Essential

• 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)

Desirable

• 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

What Success Looks Like in This Role

• Customers receive clear, proactive communication at every stage
• Deliveries run smoothly with minimal escalations
• Issues are resolved quickly and fairly
• High volume of positive customer reviews and feedback
• Strong collaboration with logistics partners and internal teams

Key Attributes

• Customer‑first mindset
• Solutions‑driven and proactive
• Calm under pressure during peak seasons (spring/summer)
• High attention to detail
• Team‑oriented with a strong sense of accountability

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