Freight Email Support Specialist - Night Shift

Trinity Outsourcing Solutions; Philippines; On-site; PHP 240,000 - 300,000; Full time

Job summary

Trinity Outsourcing Solutions, based in the Philippines, is seeking an email-focused freight support agent for onsite work in Eastwood, Quezon City. Night/mid-shift hours (10PM-7AM, 6PM-3AM) apply, with a focus on timely written responses to customer and carrier inquiries.

You will handle tracking, updates, exceptions, and general freight questions via email, logging interactions in the CRM and using macros. Training provided for client systems.

Qualifications

• Minimum 6 months BPO email support experience.
• Excellent written English - clear grammar, appropriate tone, professional formatting.
• Typing Speed Minimum 40 WPM with high accuracy.
• Familiarity with freight or logistics terminology.
• Willing to work night or mid-shift aligned to Canadian business hours.

Responsibilities

• Respond to inbound freight support email queries within the target First Response Time (FRT) of 30 minutes during BAU operations.
• Handle customer inquiries regarding shipment tracking, carrier updates, delivery exceptions, service requests, and general freight queries via written email.
• Coordinate with carriers via email for shipment exceptions, delivery failures, and re-delivery arrangements - updating customers proactively.
• Accurately log all email interactions in the CRM. Use approved macros and templates while personalising responses appropriately.
• Escalate unresolvable cases to the omnichannel agents or TL for voice follow-up - where a call is required to resolve a complex situation.
• Contribute to email backlog clearance - especially during the first 4-6 weeks of go-live where an existing backlog of approximately 1,600-1,700 tickets will be actioned.
• Achieve minimum QA score of 80% per EvaluAgent quality audit of email interactions.

Skills

Email support

Typing speed

Written communication

BPO experience

Freight/logistics knowledge

Education

Senior High School

College undergraduate

Tools

CRM

Job description

Trinity Outsourcing Solutions, based in the Philippines, is seeking an email-focused freight support agent for onsite work in Eastwood, Quezon City. Night/mid-shift hours (10PM-7AM, 6PM-3AM) apply, with a focus on timely written responses to customer and carrier inquiries.

You will handle tracking, updates, exceptions, and general freight questions via email, logging interactions in the CRM and using macros. Training provided for client systems.