Customer Service
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Job Title: Customer Service & Logistics Support Agent
Set up: Office based – Outsourced IT Park Cebu Office
Schedule:Thursday - Monday, 4PM - 1AM MNL time
Role Overview
We are looking for a Customer Service & Logistics Support Agent to deliver an exceptional customer experience from purchase through to delivery, installation, and aftercare. This is a dual-role position combining customer service excellence with hands-on logistics coordination. You will be responsible for ensuring customers receive their orders on time, in perfect condition, and feel fully supported throughout their journey.
Key Responsibilities
Customer Experience
- Deliver outstanding service across email, live chat, and phone
- Build trust with customers through clear, confident communication
- Proactively request and encourage customer reviews (e.g. Trustpilot)
- Turn negative experiences into positive outcomes
Logistics & Delivery Support
- Coordinate deliveries of large garden furniture items (including kerbside and installation services)
- Liaise with drivers, installers, warehouses, and third-party couriers
- Track orders and provide real-time updates to customers
- Manage delivery expectations, delays, and rescheduling
After-Sales & Issue Resolution
- Handle claims relating to damages, missing parts, or installation issues
- Manage warranty queries and replacement part orders
- Offer appropriate goodwill gestures, refunds, or replacements in line with company guidelines
- Take ownership of escalations and see cases through to resolution
Operational Support
- Accurately log all interactions and updates in internal systems
- Work towards KPIs including response time, resolution time, and customer satisfaction
- Identify recurring issues and feedback to improve products and processes
Skills & Experience
Essential:
- Previous experience in customer service (preferably e-commerce or retail)
- Excellent written and spoken English
- Strong organisational skills and ability to manage multiple cases
- Confident handling complaints and difficult conversations
- Comfortable working evenings and weekends (Manila time)
Desirable:
- Experience with bulky goods delivery (furniture, appliances, etc.)
- Logistics or supply chain coordination experience
- Familiarity with CRM/ticketing systems
- Experience working with UK-based customers
What Success Looks Like in This Role
- Customers receive clear, proactive communication at every stage
- Deliveries run smoothly with minimal escalations
- Issues are resolved quickly and fairly
- High volume of positive customer reviews and feedback
- Strong collaboration with logistics partners and internal teams
Key Attributes
- Customer-first mindset
- Solutions-driven and proactive
- Calm under pressure during peak seasons (spring/summer)
- High attention to detail
- Team-oriented with a strong sense of accountability
Note: As part of our recruitment process, we conduct background checks on all hired candidates. Please ensure that all required documents are prepared and submitted promptly. Additional information
- Equipment provided
- HMO
- Signing Bonus
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