Delivery & Insurance CSR — Remote Support Specialist

Top Alliance; Quezon City; Hybrid; PHP 325,000 - 389,000; Full time

Benefits offered by this job

Training & induction programs

Remote work opportunities

Health & wellness benefits

Career progression opportunities

Mentor support and team guidance

Incentives and recognition programs

Virtual hiring process

Job summary

Top Alliance is seeking a dedicated Customer Service Representative (CSR) specialising in Delivery & Insurance to join our team in Quezon City. This full-time role handles delivery tracking, insurance enquiries, and customer support with a focus on satisfaction and efficient issue resolution.

You will work with logistics and claims teams to provide accurate information, document interactions, and meet performance targets in a flexible, remotely enabled environment.

Qualifications

• High school diploma or equivalent; vocational training or college education preferred.
• Proven experience in customer service, preferably in call centre, delivery, logistics, or insurance.
• Excellent communication skills in English, both written and verbal.
• Strong problem-solving abilities with a customer-centric approach.
• Proficiency in using computer systems, CRM software, and multi-line telephone systems.
• Ability to handle high call volumes whilst maintaining quality and accuracy.
• Patient, empathetic, and professional demeanour when dealing with customers.
• Strong organisational and time-management skills with attention to detail.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Willingness to work flexible shifts, including weekends and holidays as required.
• Basic knowledge of delivery processes and insurance concepts advantageous.

Responsibilities

• Handle inbound and outbound customer calls regarding delivery tracking, status updates, and insurance-related enquiries.
• Process customer requests, complaints, and concerns related to delivery services and insurance claims promptly.
• Provide accurate information about delivery schedules, insurance coverage, policies, and claim procedures.
• Document all customer interactions in the CRM system.
• Assist in resolving delivery and insurance-related issues, including lost packages and claim disputes.
• Escalate complex issues to senior team members when necessary.
• Maintain product knowledge of delivery services and insurance offerings.
• Meet and exceed individual and team performance targets.
• Collaborate with logistics and claims management to facilitate resolutions.
• Provide feedback for process improvements based on customer interactions.

Skills

English communication

CRM software

Call centre experience

Problem solving

Customer-centric approach

Time management

Adaptability

Flexible shifts

Multitasking

Education

High school diploma or equivalent

Tools

CRM software

Multi-line phone system

Job description

Top Alliance is seeking a dedicated Customer Service Representative (CSR) specialising in Delivery & Insurance to join our team in Quezon City. This full-time role handles delivery tracking, insurance enquiries, and customer support with a focus on satisfaction and efficient issue resolution.

You will work with logistics and claims teams to provide accurate information, document interactions, and meet performance targets in a flexible, remotely enabled environment.