Customer Service Representative

About FGC+

#SparkSuccess at FGC+

Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication.

Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success.

Here, you are more than just an employee—you are part of a team where you can truly thrive and make a difference.

About the Job:

We're looking for highly detail-oriented and reliable individuals who take ownership of their clients' success and enjoy contributing to continuous improvement. In this role, you'll be responsible for monitoring orders and delivery performance, identifying trends and patterns, and using insights to optimize results. You'll work across various technology platforms, regularly communicating with Operations, Compliance, and Management teams, while also collaborating weekly with our Network Partners who execute the daily deliveries. If you're proactive, analytical, and passionate about making a meaningful impact, this is the perfect opportunity for you.

What You'll Do:

• Undergo training to fully understand all aspects of assigned client delivery programs.
• Build familiarity with Network Partners (NPs) and their role in maintaining service standards.
• Review client-specific SLAs and KPIs to ensure clear expectations and performance benchmarks.
• Establish and maintain communication with internal teams, clients, and Network Partners.
• Use various platforms (Order Entry, Monitoring Boards, Dashboards, Ticketing, etc.) to audit delivery performance.
• Take full ownership of the performance and success of your assigned client programs.
• Join weekly team meetings, Network Partner calls, and periodic client check-ins.
• Validate orders to ensure accuracy and billing readiness by checking key fields.
• Pull reports and create weekly performance summaries highlighting service gaps, improvement opportunities, and recurring issues.
• Communicate needed adjustments in processes or design to enhance client service or reduce costs.
• Respond to incoming tickets, calls, and messages from suppliers and customers nationwide.
• Dispatch incoming orders by matching them to the correct driver and location.
• Troubleshoot delivery issues by coordinating with drivers and updating relevant information.
• Provide accurate, timely updates to customers regarding order and driver status.
• Identify and suggest process or tech improvements to increase efficiency.
• Consistently deliver high-quality customer service across all touchpoints.
• Perform other relevant tasks as needed and appropriate to the role level.

What You'll Bring:

• Bachelor's degree or higher in Business, Logistics, Communications, or a related field is recommended (preferred but not required).
• Knowledge of medical logistics or experience in a healthcare delivery environment is highly preferred.
• Previous experience in a customer service role with a strong focus on client satisfaction.
• Experience working with CRM, ERP, or similar platforms to manage client or operational data is preferred.
• Familiarity with helpdesk/ticketing software (e.g., Zendesk, Freshdesk, Teamwork) is a plus.
• Proficient in Microsoft Excel, with the ability to format reports and analyze data.
• Background in transportation, delivery services, or logistics is a strong advantage.
• Excellent communication skills, both written and verbal, with the ability to interact professionally across all levels.
• High attention to detail and accuracy in reviewing and entering information.
• Strong adaptability in a fast-paced, evolving environment.
• Technological proficiency and confidence navigating multiple tools and systems simultaneously.

What we have to offer:

• A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
• A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
• A market competitive total compensation/rewards package including:
• • Day 1 HMO
• Competitive pay including incentives and generous allowances
• Payment of all statutory government benefits
• 25 days of annual paid leave some days are convertible to cash
• 13th month pay
• Onsite medical support
• Employee Engagement Events
• Employee Referral Program
• Skills, training for personal and professional development

A million possibilities are waiting to be ignited. Click "Apply Now"

The pay range for this role is:

15, ,830 PHP per month(Davao City Philippines)