The Role

Eastwood, Quezon City (Onsite)

We are seeking a dedicated Customer Service Representative (Logistics) to provide high-quality support to business clients across inbound calls, outbound calls, and email. In this role, you will serve as the primary point of contact for freight, shipment, and logistics-related concerns, ensuring timely updates, issue resolution, escalation coordination, and overall customer satisfaction.

Responsibilities

• Handle inbound customer calls regarding freight shipment status, delivery issues, carrier delays, and service queries — targeting SLA of 80% calls answered within 20 seconds.
• Execute outbound follow-up calls to customers and carriers for exception management, shipment updates, and dispute resolution.
• Manage email queues — respond to customer and carrier email inquiries within agreed first-response time targets (30-minute BAU SLA), providing accurate, professional, and complete re...