Customer Service Representative (CSR)

Employment Type: Full-Time

Headcount Requirement: 100 CSRs

Work Setup: Onsite

Office Location: Ortigas Center, Pasig City

Schedule: 9:00 PM – 6:00 AM PST; must be amenable to night shift schedules, rest days, and working holidays

Target Start Date: ASAP

Salary Package: PHP 23,000/month

Age Requirement: 22 to 55 years old

Minimum Qualifications

Bachelor's/College Degree in any field

At least 6 mos of customer service experience

Strong verbal and written English communication skills

Experience handling voice-based customer interactions

Ability to work independently and accomplish objectives with minimal supervision

Positive attitude, patience, willingness to learn, and initiative

Good judgment, customer-focused mindset, and goal-oriented approach

Basic proficiency in Microsoft Office applications

Willing to work night shifts, holidays, and onsite

Role Overview

The Customer Service Representative will provide customer support for a US logistics account, primarily through voice calls, with email and chat support as needed.

Key Responsibilities

Handle inbound customer calls promptly and professionally.

Assist customers with shipment tracking and delivery concerns.

Process order amendments and customer requests.

Coordinate logistics exceptions and file appropriate tickets.

Handle routine customer and business inquiries.

Provide email and chat support when required.

Assist with Proof of Delivery (POD) concerns, including verification of delivery receipts and resolution of delivery proof disputes.

Meet established productivity, quality, and volume targets.

Maintain accurate documentation of customer interactions and concerns.

Preferred Skills And Experience

Previous BPO/customer service experience, particularly in a voice account, is preferred.

Logistics or transportation industry experience is an advantage but not required.

Familiarity with last-mile delivery is a plus.

Excellent English communication skills with a professional, empathetic, and customer-focused approach.

Basic computer proficiency and ability to navigate CRM, ticketing, and client-provided systems.

Training Details

Training Duration: Approximately 3–5 days

Training Schedule: 8:00 AM – 5:00 PM

Schedule may be subject to change depending on operational requirements.