Senior Customer Service Officer
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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