Customer Service Representative (CSR)

Hammerjack Pty Ltd; Philippines; On-site; PHP 218,000 - 295,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks a Customer Service Representative to support a US logistics account on site in Ortigas Center, Pasig City. Night shift hours are from 9:00 PM to 6:00 AM PST, with amenability to nights, holidays, and non-standard schedules.

The role requires a Bachelor's degree, at least 6 months of customer service experience, strong English communication, and experience handling voice interactions. The position offers PHP 23,000 per month and an ASAP start.

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

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.

Skills

English communication

MS Office

Voice support

Independent work

Night shift

Education

Bachelor's degree

Tools

CRM systems

Ticketing software

Delivery/tracking tools

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

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.