Senior Customer Service Officer

We are looking for a proactive and reliable Senior Customer Service Representative to join our team in Cebu City. This is an outbound calling role, where you will be actively contacting delivery agents to assign jobs, onboarding new agents, and monitoring deliveries to make sure deliveries are completed on time—all while providing excellent support to our customers. Key responsibilities

• Make outbound and direct calls to delivery agents to assign and confirm jobs
• Ensure delivery agents accept and complete jobs as

schedule

• dReview and approve delivery agents who sign up on our platform
• Contact new agents to guide them in completing their sign-up process and ensure readiness for deployment
• Track and monitor ongoing jobs to avoid delays or missed tasks
• Follow up with agents to ensure there are no late pickups or deliveries
• Respond promptly to customer inquiries through WhatsApp, phone calls, and emails
• Provide accurate information and resolve issues efficiently
• Report and escalate any issues with delayed or failed jobs
• Work closely with the operations team to ensure smooth day-to-day fulfillment
• Manage and coordinate delivery drivers, ensuring timely and accurate dispatch of parcels to customers
• Account management for key customers, handle escalations and queries
• Looking for subcontractors to deliver for your accounts
• Monitor the fulfillment team in ensuring they meet their KPI objectives

About you

• Prefers someone with Team lead or supervisory experiences
• Strong communication skills in English and Filipino (verbal & written)
• Confident in making outbound calls and coordinating with delivery agents
• Good problem-solving skills and ability to stay calm under pressure
• Prior experience in customer service, logistics, or dispatch coordination is a plus
• Tech-savvy, comfortable using apps and communication tools (WhatsApp, email, etc.)Willing to work on Weekends
• Able to work 4 days in the office site and remaining 1.5 days remotely at home
• Have own working devices such as working laptop and handset

About us

• We are a fast-growing logistics and fulfillment team with a supportive work culture and career growth opportunities. Benefits
• Opportunity to be part of a fast-growing logistics/fulfillment team
• Supportive work culture and career growth opportunities
• Competitive salary and benefits package
• Work life balance with hybrid mode arrangements
• Opportunity to be promoted to a team lead position