Customer Service Representative-Voice and Chat

2 weeks ago

Cebu City, Central Visayas, Philippines HGS Offshore Staffing Solutions Full time

Full-Time | Night Shift | Onsite - CEBU

January Start Date

We're looking for confident, proactive, and customer-obsessed Service Agents to join our growing, best-in-class customer support team. You'll play a key role in delivering exceptional service across voice, chat, and email, supporting both B2B and B2C customers in a fast-paced ecommerce and marketplace environment.

This role also includes live delivery monitoring and driver allocation using our central dispatch software, ensuring smooth end-to-end operations for our UK-based delivery network.

What You'll Do
  • Provide outstanding customer and partner support across voice, chat, and email.
  • Resolve inquiries related to orders, payments, listings, deliveries, returns, and account issues.
  • Manage and optimise live delivery routing and driver allocation.
  • Handle real-time delivery questions from partners and customers with speed, clarity, and empathy.
  • Log all interactions accurately in CRM tools and escalate issues when needed.
  • Collaborate closely with UK teams (Customer Service, Sales, Logistics, and Partner Managers).
  • Spot trends, suggest improvements, and contribute to a world-class service experience.
  • When possible, monitor and draft responses for social channels.
What You Bring
  • 3+ years of customer service experience, ideally in ecommerce or marketplace environments.
  • International Voice and Chat Experience - REQUIRED
  • Excellent written and spoken English; customer-first mindset.
  • Tech-savvy and analytical, with strong problem-solving skills.
  • Experience with food delivery platforms (Deliveroo, JustEat, Uber Direct) a plus.
  • CRM/ticketing proficiency; able to multitask and thrive in a fast-paced setting.
  • Comfortable working with international teams across time zones.
  • Empathetic, people-focused communicator.
Nice to Have
  • Experience with order management or ecommerce systems.
  • Familiarity with delivery management tools (Nash, Deliverect, Orchestro).
  • HubSpot experience.
  • Background in the food sector.

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