ABOUT THE COMPANY:
J&T Express Philippines is a fast-growing logistics and express delivery company known for its nationwide reach, reliable service, and technology-driven operations. Since entering the Philippine market in 2019, the company has built a strong network of branches and hubs, offering efficient parcel delivery, e-commerce logistics, real-time tracking, and door-to-door pickup services. Committed to speed, convenience, and customer satisfaction, J&T Express helps businesses and individuals connect and deliver across the country with confidence.
JOB SUMMARY
Responsible for providing end-to-end aftersales support by ensuring customer satisfaction, managing client accounts, coordinating order fulfillment and delivery, resolving post-sales concerns, and maintaining strong client relationships. Works closely with internal teams to ensure timely and efficient service while identifying opportunities to improve customer retention and overall aftersales operations.
COMPETENCIES AND SKILLS REQUIRED
- Excellent verbal and written communication skills
- Strong customer service and relationship management skills
- Strong interpersonal and negotiation skills
- Detail-oriented with the ability to manage multiple tasks simultaneously
- Demonstrates excellent organizational and problem-solving skills
- Ability to work under pressure and meet deadlines
- Result-oriented, proactive, and self-motivated
- Flexible, adaptable, and able to work in a fast-paced environment
- Proficient in Microsoft Office applications, particularly Excel
QUALIFICATIONS:
- Graduate of bachelor's degree in business, marketing, or any related field specifically to the product or service that is being sold.
- Minimum of 1-3 years in business or sales experience preferably in the logistics industry.
- Knowledgeable of customer service standards and principles.
- Must be proficient in using Microsoft Office Applications and not limited to new software applications.
JOB DUTIES AND RESPONSIBILITIES
- Manage assigned customer accounts by providing comprehensive aftersales support and ensuring a positive customer experience.
- Serve as the primary point of contact for post-sales inquiries, service requests, complaints, and account-related concerns.
- Coordinate with Operations, Warehouse, Logistics, and other internal departments to ensure timely order fulfillment, delivery, and issue resolution.
- Monitor customer accounts and maintain regular communication to ensure client satisfaction and strengthen long-term business relationships.
- Identify opportunities for repeat business, account expansion, and cross-selling or upselling of company products and services.
- Conduct regular client follow-ups to gather feedback, assess customer satisfaction, and recommend service improvements.
- Support the Sales & Marketing team in implementing customer retention initiatives, promotional campaigns, and client engagement activities.
- Prepare quotations, service proposals, reports, and other documentation related to customer accounts and aftersales transactions.
- Maintain accurate records of customer interactions, service requests, and account activities using the company's CRM or internal systems.
- Collaborate with the Sales & Marketing team to develop strategies that improve customer retention, increase customer lifetime value, and achieve departmental sales objectives.
- Monitor customer trends, recurring concerns, and market feedback, and provide recommendations for process and service improvements.
- Ensure compliance with company policies, service standards, and operational procedures.
- Perform other related duties as may be assigned by management.
WORKING CONDITIONS:
- Work full-time onsite in BGC, Taguig headquarters from Monday to Friday
- Work from 8:30 AM to 5:30 PM, inclusive of lunch break (1 hour) and coffee breaks (10 minutes); reporting during weekends and holidays may be necessary.
- Regular field work and client visits.
- Carry out any other tasks as assigned from time to time by the management.
