On-Site Merchant Operations & Delivery Specialist

Bukuwarung; Philippines; On-site; PHP 279,000 - 469,000; Full time

Job summary

Bukuwarung in the Philippines is seeking dedicated Operations Associates to join our growing team. You will handle operational execution, order troubleshooting, address validations, and merchant inquiries via chat, email, and voice platforms to ensure smooth order fulfillment.

This on-site role suits those who thrive in a collaborative, fast-paced environment and have a background in BPO customer support or logistics operations.

Qualifications

• At least 2 years of BPO, customer service, or logistics operations experience.
• Strong written communication and attention to detail, especially with addresses.
• Proficiency in Excel/Google Sheets for data entry and tracking; experience with non-voice support platforms and CRM tools.
• Willing to work on-site and on shifting schedules.
• Merchant-first mindset with a positive attitude and adaptability.

Responsibilities

• Operational Execution & Delivery Resolution: Investigate and resolve delivery blockers (e.g., invalid addresses, missing contact details, failed courier attempts) to ensure smooth order fulfillment.
• Merchant Support & Troubleshooting: Assist merchants with delivery updates, order troubleshooting, address validations, and logistics concerns via non-voice and voice channels.
• Issue Escalation & Documentation: Document interactions and update internal logs with accurate order details. Escalate unresolved delivery or system issues to logistics partners or supervisors as needed.
• Performance Metrics: Meet individual and team performance targets, including first-response time, ticket resolution rate, and merchant satisfaction (CSAT) scores.
• Process Adherence: Strictly adhere to internal operational workflows, service level agreements (SLAs), and quality standard guidelines.

Skills

BPO / logistics experience

Strong written communication

Excel / Google Sheets

On-site & shifting schedules

Adaptability & merchant-first mindset

Tools

Excel

Google Sheets

Zendesk

Zoho Desk

Salesforce

Job description

Bukuwarung in the Philippines is seeking dedicated Operations Associates to join our growing team. You will handle operational execution, order troubleshooting, address validations, and merchant inquiries via chat, email, and voice platforms to ensure smooth order fulfillment.

This on-site role suits those who thrive in a collaborative, fast-paced environment and have a background in BPO customer support or logistics operations.