Customer Service & Logistics Support Agent

Outsourced Quality Assured Services Inc. (ISO Certified); Cebu City; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Equipment provided

HMO

Signing Bonus

Job summary

Outsourced Quality Assured Services Inc. (ISO Certified) in Cebu City is seeking a Customer Service & Logistics Support Agent to deliver an exceptional customer experience from purchase through delivery, installation, and aftercare.

This dual role blends customer service excellence with hands-on logistics coordination. You will ensure orders arrive on time, in good condition, and that customers feel supported throughout their journey.

Qualifications

• Previous experience in customer service (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).

Responsibilities

• 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.
• 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.
• 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.
• 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

Customer service

English communication

Organisational skills

Complaint handling

Evenings/weekends availability

Tools

CRM/ticketing systems

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. Additional information

• Equipment provided
• HMO
• Signing Bonus