Customer Service Representative

Magsaysay Shipping & Logistics; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Magsaysay Shipping & Logistics in Manila is seeking a Customer Service Representative to handle inquiries, resolve complaints, process orders, and ensure a positive experience across phone, email and chat. The role requires a Bachelor’s degree in business, communications, or a related field and a minimum of 3 years’ customer service experience, with strong communication and empathy.

Duties include informing customers about products, tracking shipments, resolving issues, documenting feedback, and

Qualifications

• Bachelor’s degree in business, communications or related field.
• Minimum of 3 years’ experience in customer service or related role.
• Strong communication and empathy are essential.

Responsibilities

• Serve as the first point of contact for customers via phone, email, and chat.
• Provide accurate information about products, services and policies.
• Process orders, track shipments, and handle returns per procedures.
• Address customer concerns professionally and escalate when needed.
• Document interactions and feedback to support continuous improvement.

Skills

Customer service

Communication skills

Problem solving

Education

Bachelor’s degree in business/communications

Job description

GENERAL JOB ROLE AND RESPONSIBILITIES

The Customer Service Representative is responsible for handling inquiries, resolving complaints, processing orders, and ensuring a positive customer experience across various communication channels such as phone, email, and chat.

JOB QUALIFICATIONS

• Bachelor’s degree in business, Communications, or related field
• Minimum of 3 years’ experience in customer service or a related role

DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for customers, providing timely and courteous assistance across multiple communication channels including phone, email, and chat.
• Deliver accurate and relevant information regarding products, services, and company policies.
• Facilitate order placement, shipment tracking, and return processing in accordance with company procedures.
• Address customer concerns and inquiries with professionalism and empathy to ensure a positive experience.
• Maintain a customer-focused approach by consistently demonstrating patience, attentiveness, and a helpful attitude.
• Identify customer needs and provide effective solutions or elevate issues to appropriate departments when necessary.
• Resolve service-related problems efficiently while maintaining customer satisfaction.
• Follow up with customers to confirm resolution and ensure continued satisfaction.
• Document customer complaints, resolutions, and feedback for continuous improvement.
• Apply critical thinking and problem-solving skills to manage complex or sensitive customer issues.