Customer Service Representative – Final Mile

Private Advertiser; Makati; Sur place; PHP 240 000 - 320 000; Plein temps

Avantages offerts par ce poste

Competitive base salary + incentives

Health benefits package

Upskilling programs

Generous leave allocations

Employee discounts on automotive parts

Résumé du poste

Private Advertiser in Makati City, Metro Manila is seeking a Customer Service Representative – Logistics & Delivery Support to join our growing team. This full-time role handles last-mile delivery inquiries, coordinates with logistics partners, and ensures timely updates to customers.

You will use customer service software and ticketing systems, communicate clearly in English and Filipino, and help resolve issues while maintaining service standards and a positive customer experience.

Qualifications

• High school diploma or equivalent; college degree is advantageous.
• Proven experience in customer service, preferably in logistics, e-commerce, or delivery operations.
• Strong communication skills with the ability to explain complex logistics information clearly and empathetically.
• Patient and professional demeanor when handling difficult or upset customers.
• Proficiency in using customer service software, ticketing systems, and basic computer applications.
• Excellent organisational and multitasking abilities to manage multiple customer enquiries simultaneously.
• Problem-solving mindset with the ability to take initiative and make decisions within company guidelines.
• Attention to detail and accuracy in data entry and record documentation.
• Reliability and punctuality with a strong commitment to meeting service level agreements.
• Fluency in English and Filipino (Tagalog); additional language skills are a plus.

Responsabilités

• Handle incoming customer enquiries and complaints related to last-mile logistics, delivery schedules, and package status via phone, email, and chat channels.
• Provide accurate, timely updates on delivery progress and coordinate with logistics partners to resolve delivery issues.
• Document and track customer complaints and delivery problems in the designated systems, ensuring thorough record-keeping.
• Liaise between customers and delivery teams to arrange alternative delivery times, re-deliveries, or special handling instructions.
• Resolve shipping discrepancies, damaged goods claims, and lost package investigations with professionalism and efficiency.
• Follow up with customers post-delivery to confirm satisfaction and address any concerns.
• Monitor delivery performance metrics and identify trends to provide feedback to logistics management.
• Maintain detailed knowledge of delivery policies, procedures, and service offerings to provide accurate information.
• Process refunds or compensation requests in accordance with company policy.
• Contribute to team efforts by supporting colleagues and maintaining a collaborative work environment.

Description du poste

About the role

We are seeking a Customer Service Representative – Logistics & Delivery Support to join our growing team in Makati City, Metro Manila. This is a full-time position that plays a crucial role in ensuring smooth delivery operations and exceptional customer experiences during the final stage of the supply chain. You will be the key point of contact for customers regarding their last-mile delivery inquiries, concerns, and resolutions, directly impacting customer satisfaction and retention. This role is essential to maintaining our reputation for reliability and professionalism in the competitive automotive parts industry.

Key responsibilities

• Handle incoming customer enquiries and complaints related to last-mile logistics, delivery schedules, and package status via phone, email, and chat channels

• Provide accurate, timely updates on delivery progress and coordinate with logistics partners to resolve delivery issues

• Document and track customer complaints and delivery problems in the designated systems, ensuring thorough record-keeping

• Liaise between customers and delivery teams to arrange alternative delivery times, re-deliveries, or special handling instructions

• Resolve shipping discrepancies, damaged goods claims, and lost package investigations with professionalism and efficiency

• Follow up with customers post-delivery to confirm satisfaction and address any concerns

• Monitor delivery performance metrics and identify trends to provide feedback to logistics management

• Maintain detailed knowledge of delivery policies, procedures, and service offerings to provide accurate information

• Process refunds or compensation requests in accordance with company policy

• Contribute to team efforts by supporting colleagues and maintaining a collaborative work environment

What we're looking for

• High school diploma or equivalent; college degree is advantageous

• Proven experience in customer service, preferably in logistics, e-commerce, or delivery operations

• Strong communication skills with the ability to explain complex logistics information clearly and empathetically

• Patient and professional demeanor when handling difficult or upset customers

• Proficiency in using customer service software, ticketing systems, and basic computer applications

• Excellent organisational and multitasking abilities to manage multiple customer enquiries simultaneously

• Problem-solving mindset with the ability to take initiative and make decisions within company guidelines

• Attention to detail and accuracy in data entry and record documentation

• Reliability and punctuality with a strong commitment to meeting service level agreements

• Fluency in English and Filipino (Tagalog); additional language skills are a plus

• Familiarity with the automotive industry or logistics operations is desirable but not essential

What We Offer

• Financial Perks: Competitive base salary + Performance-based incentives.

• Health & Wellness: Comprehensive HMO coverage and health benefits package.

• Career Growth: Hands-on training, upskilling programs, and clear pathways for advancement within logistics and customer service operations.

• Work-Life Balance: Generous leave allocations and a supportive, team-first environment.

• Exclusive Discounts: Employee discounts on automotive parts and accessories.