Senior Customer Service Officer

UParcel; Davao City; Hybrid; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Hybrid work mode

Career growth opportunities

Promotion to team lead

Job summary

UParcel in Cebu City seeks a proactive Senior Customer Service Representative to join our logistics team. This outbound role focuses on contacting delivery agents to assign jobs, onboard new agents, and monitor deliveries while delivering excellent customer support.

You will work with the operations team to ensure timely dispatch, manage key accounts, handle escalations, and supervise delivery agents. A hybrid schedule with four days onsite and some remote days is offered.

Qualifications

• Experience in customer service or dispatch coordination.
• Strong communication in English and Filipino (written & spoken).
• Willing to work on weekends and coordinate with delivery agents.

Responsibilities

• Make outbound calls to delivery agents to assign and confirm jobs.
• Onboard new agents and guide them through sign-up processes.
• Monitor ongoing deliveries to ensure on-time completion.
• Coordinate with the operations team to dispatch parcels accurately.
• Respond to customer inquiries via WhatsApp, phone and email.
• Manage escalations and maintain KPI performance.

Job description

We are looking for a proactive and reliable Senior Customer Service Representative to join our team in Cebu City. This is an outbound calling role, where you will be actively contacting delivery agents to assign jobs, onboarding new agents, and monitoring deliveries to make sure deliveries are completed on time—all while providing excellent support to our customers.

Key responsibilities

Make outbound and direct calls to delivery agents to assign and confirm jobs

Ensure delivery agents accept and complete jobs as scheduled

Review and approve delivery agents who sign up on our platform

Contact new agents to guide them in completing their sign-up process and ensure readiness for deployment

Track and monitor ongoing jobs to avoid delays or missed tasks

Follow up with agents to ensure there are no late pickups or deliveries

Respond promptly to customer inquiries through WhatsApp, phone calls, and emails

Provide accurate information and resolve issues efficiently

Report and escape any issues with delayed or failed jobs

Work closely with the operations team to ensure smooth day-to-day fulfillment

Manage and coordinate delivery drivers, ensuring timely and accurate dispatch of parcels to customers

Account management for key customers, handle escalations and queries

Looking for subcontractors to deliver for your accounts

Monitor the fulfillment team in ensuring they meet their KPI objectives

About you

Prefers someone with Team lead or supervisory experiences

Strong communication skills in English and Filipino (verbal & written)

Confident in making outbound calls and coordinating with delivery agents

Good problem-solving skills and ability to stay calm under pressure

Prior experience in customer service, logistics, or dispatch coordination is a plus

Tech-savvy, comfortable using apps and communication tools (WhatsApp, email, etc.)

Willing to work on Weekends

Able to work 4 days in the office site and remaining 1.5 days remotely at home

Have own working devices such as working laptop and handset

About us

We are a fast-growing logistics and fulfillment team with a supportive work culture and career growth opportunities.

Opportunity to be part of a fast-growing logistics/fulfillment team

Supportive work culture and career growth opportunities

Competitive salary and benefits package

Work life balance with hybrid mode arrangements

Opportunity to be promoted to a team lead position