Customer Support Representative

1 day ago

Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions Full time

Key ResponsibilitiesThese responsibilities encompass responding to customer inquiries, managing live order changes, and resolving issues effectively to ensure a positive and seamless customer experience with Farmers Pick. Key responsibilities may change based on the needs of the company.

Responding to Queries

● Provide timely and accurate responses to customer inquiries regarding delivery, including tracking updates, missed deliveries, and delays.

● Deliver empathetic, personalised communication through email and chat.

● Act as the lead for delivery-related issues, collaborating with logistics partners and internal stakeholders to ensure quick resolution.

● Monitor delivery performance and escalate urgent issues such as missing orders, damaged goods in transit, or driver behaviour.

● Escalate complex cases (e.g., property damage or repeated delivery failures) to senior staff while keeping customers informed throughout the process.

● Coordinate with third-party logistics (3PL) partners to investigate delivery failures and ensure corrective actions are implemented.

● Partner closely with warehouse and logistics teams to identify operational improvements in the delivery chain.

● Act as the point of contact for escalated customer issues, demonstrating empathy and professionalism in addressing concerns and resolving disputes.

● Assess the nature and severity of escalated issues, prioritising urgent matters and allocating resources accordingly to ensure timely resolution.

● Collaborate with relevant stakeholders, including management, warehouse operations, and quality assurance teams, to investigate root causes and implement corrective actions to prevent recurrence.

Qualifications

● Relevant experience in customer facing roles or (minimum 2 years)

● Proficiency in Google Suite, including Google Sheets and Excel

● Experience with Gorgias, Shopify, Shipstation a bonus

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