Customer Service Representative in Pasig

Dempsey Resource Management; Pasig; On-site; PHP 218,000 - 295,000; Full time

Job summary

Dempsey Resource Management in Ortigas Center, Pasig City, Philippines, is hiring a Customer Service Representative for a US logistics account. This onsite role focuses on voice interactions, with email and chat support as needed.

You will handle inbound calls, assist with shipment tracking, process order amendments, and coordinate delivery issues. The position requires a Bachelor's degree, at least 6 months of customer service experience, and strong English communication skills.

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 with minimal supervision
• Willingness to work night shifts, holidays, and onsite
• Good judgment and customer-focused mindset
• Basic proficiency in Microsoft Office applications

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 POD concerns and delivery receipt verification
• Meet targets for productivity, quality, and volume
• Maintain accurate documentation of customer interactions and concerns

Skills

Customer service

Voice support

English communication

Independent work

Microsoft Office

Education

Bachelor's/College Degree in any field

Tools

CRM software

Ticketing systems

Job description

Position Title

Customer Service Representative (CSR)

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.

Code- DRMI-00398