Logistics Customer Support (Remote, Morning)

KMC Solutions; Metro Manila; Remote; PHP 2,513,000 - 4,020,000; Full time

Job summary

KMC Solutions is seeking a customer support professional to handle inquiries across Australia and New Zealand. The role involves managing bookings, tracking updates, and delivering accurate account support through multiple channels.

The candidate will liaise with courier partners, escalate issues when needed, and maintain CRM records while collaborating with Customer Success, Sales, Technology, and Operations teams. Remote, full-time work with flexible hours is offered.

Qualifications

• At least 2 years of customer support experience, preferably in Logistics/ Shipping industry.
• Experience in Hubspot or any related CRM.
• Strong verbal and written English communication skills.
• Customer issue resolution and problem-solving skills.
• Strong attention to detail and organizational skills.
• Customer-focused and professional approach.
• A team player

Responsibilities

• Respond to customer enquiries via phone, email, and ticketing systems.
• Assist with bookings, tracking updates, delivery enquiries, and general account support.
• Liaise with courier partners to investigate and resolve delivery-related issues.
• Escalate technical or operational issues to the appropriate internal teams and follow through to resolution.
• Maintain accurate customer records and case notes in CRM and internal systems.
• Work closely with Customer Success, Sales, Technology, and Operations teams.
• Follow processes and support continuous improvement of customer service delivery.

Skills

Customer support

English communication

Problem solving

Attention to detail

Team player

Customer-focused

Tools

Hubspot CRM

Job description

Role Purpose

Provide high-quality customer support to customers across Australia and New Zealand, ensuring enquiries and issues are handled efficiently, professionally, and accurately.

Key Responsibilities

• Respond to customer enquiries via phone, email, and ticketing systems

• Assist with bookings, tracking updates, delivery enquiries, and general account support

• Liaise with courier partners to investigate and resolve delivery-related issues

• Escalate technical or operational issues to the appropriate internal teams and follow through to resolution

• Maintain accurate customer records and case notes in CRM and internal systems

• Work closely with Customer Success, Sales, Technology, and Operations teams

• Follow processes and support continuous improvement of customer service delivery

Job Qualifications:

• At least 2 years of customer support experience, preferably in Logistics/ Shipping industry

• Experience in Hubspot or any related CRM

• Strong verbal and written English communication skills

• Customer issue resolution and problem-solving skills

• Strong attention to detail and organizational skills

• Customer-focused and professional approach

• A team player

Additional Terms

• The role supports customers across both Australia and New Zealand

• The role is primarily focused on customer support

• Duties may be reasonably adjusted in line with business needs

• The above duties are not exhaustive and may be amended from time to time

Setup & Requirements

- Full time work-from-home (WFH), with occasional team building and engagement meetups scheduled in advance

- Able to work weekdays during the overlap between Australia and New Zealand business hours, with flexibility to adjust depending on the needs

- Equipment provided (laptop, headset)

- Must have a working internet connection sufficient for handling simultaneous instances of emails and chats, consecutive calls, and regular team meetings; Screenshot of internet speed is required