Customer Service Representative

The Role: Eastwood, Quezon City (Onsite) 10PM - 7AM, 6PM - 3AM Responsibilities: - Respond to inbound freight support email queries within the target First Response Time (FRT) of 30 minutes during BAU operations. - Handle customer inquiries regarding shipment tracking, carrier updates, delivery exceptions, service requests, and general freight queries via written email. - Coordinate with carriers via email for shipment exceptions, delivery failures, and re-delivery arrangements — updating customers proactively. - Accurately log all email interactions in the CRM. Use approved macros and templates while personalising responses appropriately. - Escalate unresolvable cases to the omnichannel agents or TL for voice follow-up — where a call is required to resolve a complex situation. - Contribute to email backlog clearance — especially during the first 4–6 weeks of go-live where an existing backlog of approximately 1,600–1,700 tickets will be actioned. - Achieve minimum QA score of 80% per EvaluAgent quality audit of email interactions. Qualifications: - Minimum 6 months BPO email support experience. Parcel, courier, e-commerce, or logistics email account experience strongly preferred. - Candidates from similar email-only accounts given priority consideration. - Excellent written English — clear grammar, appropriate tone, professional formatting. Must demonstrate ability to write customer-facing responses without excessive proofing or templates. - Typing Speed Minimum 40 WPM with high accuracy. Email productivity is volume-sensitive — fast, accurate typing is a baseline requirement. - Familiarity with freight or logistics terminology preferred. Exposure to carrier tracking portals (UPS, FedEx, Purolator, Canpar) an advantage. On-the-job training provided for Client-specific systems. - Willing to work night or mid-shift aligned to Canadian business hours. - Minimum Senior High School graduate. College undergraduate or graduate preferred.