Logistics Escalation Specialist (Tier 2 Support)

Rippedboxstation; Metro Manila; On-site; PHP 420,000 - 540,000; Full time

Job summary

Rippedboxstation in Metro Manila is seeking an experienced Customer Support Specialist to provide advanced assistance via phone, email and live chat, and to resolve complex inquiries related to logistics and shipping.

You will investigate escalations, coordinate with internal teams and partners, document interactions in CRM, meet SLAs, and help mentor Tier 0–1 staff while building a long-term career in customer support.

Qualifications

• Experience in Customer Service or similar role.
• Fluent in English; Spanish a strong plus.
• Experience in Logistics, Shipping or Supply Chain preferred.
• Excellent verbal and written communication; ability to handle escalated inquiries.
• Comfortable with phone, email and live chat support.

Responsibilities

• Provide advanced customer support via phone, email and chat.
• Investigate and resolve escalated inquiries and service issues.
• Coordinate with internal teams, carriers and partners to resolve logistics problems.
• Monitor cases through resolution and maintain high customer satisfaction.
• Document interactions and resolutions in CRM systems.
• Identify recurring issues and suggest process improvements.
• Support Tier 0–1 colleagues with knowledge sharing.
• Meet SLAs and quality targets.

Skills

Customer service

Tier 2 support

English fluency

Spanish bonus

Logistics industry

CRM proficiency

Multitasking

Communication skills

Tools

CRM systems

Job description

Rippedboxstation in Metro Manila is seeking an experienced Customer Support Specialist to provide advanced assistance via phone, email and live chat, and to resolve complex inquiries related to logistics and shipping.

You will investigate escalations, coordinate with internal teams and partners, document interactions in CRM, meet SLAs, and help mentor Tier 0–1 staff while building a long-term career in customer support.