Customer Service Representative (CSR)

Dempsey Resource Management; Pasig; On-site; PHP 234,000 - 280,000; Full time

Job summary

Dempsey Resource Management in Pasig City is hiring a Customer Service Representative to support a US logistics account. This onsite role handles voice calls, emails and chat to resolve tracking, delivery and order issues.

You will work night shifts from 9:00 PM to 6:00 AM PST, 100% onsite with training provided; bachelor's degree and 6 months' CS experience are preferred. Strong English communication and customer-focused service are essential.

Qualifications

• Bachelor's/College degree in any field.
• At least 6 months of customer service experience.
• Strong verbal and written English communication skills.
• Experience handling voice-based customer interactions.

Responsibilities

• Handle inbound customer calls promptly and professionally.
• Assist customers with shipment tracking and delivery concerns.
• Process order amendments and customer requests.
• Coordinate logistics exceptions and file appropriate tickets.
• Handle routine customer and business inquiries.
• Provide email and chat support when required.
• Assist with Proof of Delivery concerns and resolution of delivery proof disputes.
• Maintain accurate documentation of customer interactions and concerns.

Skills

Verbal communication

Written communication

Customer service orientation

Independent worker

Positive attitude

Goal-oriented

English proficiency

Computer skills

Education

Bachelor's degree

Tools

MS Office

Job description

Employment Type: Full-Time

Headcount Requirement: 100 CSRs

Work Setup: Onsite

Office Location: Ortigas Center, Pasig City

Schedule: 9:00 PM - 6:00 AM PST; must be amenable to night shift schedules, rest days, and working holidays

Target Start Date: ASAP

Salary Package: PHP 23,000/month

Age Requirement: 22 to 55 years old

Minimum Qualifications

• Bachelor's/College Degree in any field
• At least 6 mos of customer service experience
• Strong verbal and written English communication skills
• Experience handling voice-based customer interactions
• Ability to work independently and accomplish objectives with minimal supervision
• Positive attitude, patience, willingness to learn, and initiative
• Good judgment, customer-focused mindset, and goal-oriented approach
• Basic proficiency in Microsoft Office applications
• Willing to work night shifts, holidays, and onsite

Role Overview

The Customer Service Representative will provide customer support for a US logistics account, primarily through voice calls, with email and chat support as needed.

Key Responsibilities

• Handle inbound customer calls promptly and professionally.
• Assist customers with shipment tracking and delivery concerns.
• Process order amendments and customer requests.
• Coordinate logistics exceptions and file appropriate tickets.
• Handle routine customer and business inquiries.
• Provide email and chat support when required.
• Assist with Proof of Delivery (POD) concerns, including verification of delivery receipts and resolution of delivery proof disputes.
• Meet established productivity, quality, and volume targets.
• Maintain accurate documentation of customer interactions and concerns.

Preferred Skills And Experience

• Previous BPO/customer service experience, particularly in a voice account, is preferred.
• Logistics or transportation industry experience is an advantage but not required.
• Familiarity with last-mile delivery is a plus.
• Excellent English communication skills with a professional, empathetic, and customer-focused approach.
• Basic computer proficiency and ability to navigate CRM, ticketing, and client-provided systems.

Training Details

Training Duration: Approximately 3-5 days

Training Schedule: 8:00 AM - 5:00 PM

Schedule may be subject to change depending on operational requirements.