CSR (Logistics Blended - French & English)
7 hours ago
Bagumbayan, Metro Manila, Philippines
EXECUTIVE RECRUITER SPECIALIST
Full-time
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Role Overview:
The agent will be responsible for delivering high-quality bilingual (French and English) customer
support to business clients across all three interaction channels — inbound voice, outbound voice,
and email. The agent acts as the primary point of contact for freight, shipment, and
logistics-related inquiries, handling them end-to-end including tracking, updates, escalation
coordination, and resolution in both languages.
Responsibilities:
● Handle inbound customer calls in French and English regarding freight shipment status, delivery issues, carrier delays, and service queries — targeting SLA of 80% calls answered within 20 seconds. ● Execute outbound follow-up calls to French and English-speaking customers and carriers for exception management, shipment updates, and dispute resolution. ● Manage email queues — respond to French and English customer and carrier email inquiries within agreed first-response time targets (30-minute BAU SLA), providing accurate, professional, and complete responses. ● Perform Track & Trace functions: shipment tracking across carriers, rescheduling, dock checks, delivery confirmation, and proactive customer notifications. ● Navigate client platforms (telephony, carrier portals, CRM) and accurately log all interactions in both languages per documented SOPs. ● Escalate complex or unresolved cases to the Team Leader per the defined escalation matrix. Avoid unnecessary escalations; aim for first-contact resolution. ● Maintain quality standards per the Client QA scorecard — targeting a minimum QA score of 80% per monitored interaction.
Qualifications:
● Full proficiency in both French and English (written and spoken) with a minimum B2 level. Must be clear, professional, and articulate in both languages. ● Minimum 1-year BPO voice experience — mandatorily with inbound voice or blended (voice + email). Experience supporting French-speaking or bilingual accounts in similar industries (logistics, freight, courier, or e-commerce) highly preferred. ● Prior exposure to freight, shipping, logistics, or supply chain is an advantage
- but not mandatory. ● Familiarity with LTL, parcel delivery, carrier tracking systems. ● Comfortable with browser-based CRM and carrier portals. Typing speed minimum 35 WPM. Able to work on multiple applications simultaneously. ● Willing and able to work Philippine night shift (Shift 1: 10 PM – 7 AM PHT or Shift 2: 1 AM – 10 AM PHT). ● Minimum senior High School graduate. College level or graduate preferred.
Responsibilities:
● Handle inbound customer calls in French and English regarding freight shipment status, delivery issues, carrier delays, and service queries — targeting SLA of 80% calls answered within 20 seconds. ● Execute outbound follow-up calls to French and English-speaking customers and carriers for exception management, shipment updates, and dispute resolution. ● Manage email queues — respond to French and English customer and carrier email inquiries within agreed first-response time targets (30-minute BAU SLA), providing accurate, professional, and complete responses. ● Perform Track & Trace functions: shipment tracking across carriers, rescheduling, dock checks, delivery confirmation, and proactive customer notifications. ● Navigate client platforms (telephony, carrier portals, CRM) and accurately log all interactions in both languages per documented SOPs. ● Escalate complex or unresolved cases to the Team Leader per the defined escalation matrix. Avoid unnecessary escalations; aim for first-contact resolution. ● Maintain quality standards per the Client QA scorecard — targeting a minimum QA score of 80% per monitored interaction.
Qualifications:
● Full proficiency in both French and English (written and spoken) with a minimum B2 level. Must be clear, professional, and articulate in both languages. ● Minimum 1-year BPO voice experience — mandatorily with inbound voice or blended (voice + email). Experience supporting French-speaking or bilingual accounts in similar industries (logistics, freight, courier, or e-commerce) highly preferred. ● Prior exposure to freight, shipping, logistics, or supply chain is an advantage
- but not mandatory. ● Familiarity with LTL, parcel delivery, carrier tracking systems. ● Comfortable with browser-based CRM and carrier portals. Typing speed minimum 35 WPM. Able to work on multiple applications simultaneously. ● Willing and able to work Philippine night shift (Shift 1: 10 PM – 7 AM PHT or Shift 2: 1 AM – 10 AM PHT). ● Minimum senior High School graduate. College level or graduate preferred.
