Customer Service Associate

Customer Service Associate Schedule: 6 days a week Employment type: Full-time Must be willing to work 6-days a week, and shift schedule during weekends and holidays. About the role We're an early-stage logistics company running a platform that connects customers, drivers, and our internal admin team. As a Customer Service Associate, you'll be one of the main points of contact for our customers — helping with bookings, tracking deliveries, resolving concerns, and making sure customers receive timely and accurate updates. This is a hands-on role in a small team, so expect variety, fast-moving situations, and real ownership from day one. What you'll do Customer support and communication - Respond to customer inquiries and booking requests across phone, Viber, Messenger, email, and other company channels - Assist customers with bookings, delivery requests, shipment status, and service-related questions - Provide accurate and timely updates on pickups, deliveries, delays, and other shipment concerns - Handle customer complaints, delivery disputes, failed deliveries, and rebooking requests - Maintain a professional, helpful, and customer-focused approach when dealing with concerns Shipment coordination - Monitor active bookings and delivery status through the platform's admin dashboard - Coordinate with drivers and the Operations team regarding pickups, drop-offs, delays, and delivery issues - Follow up on delayed, failed, or pending deliveries and ensure concerns are properly resolved - Escalate urgent or unresolved customer and delivery issues to the appropriate team - Coordinate with Operations to ensure customers receive timely updates throughout the delivery process Admin and back-office - Maintain accurate records of customer inquiries, complaints, bookings, and resolutions - Update customer and shipment information in the company's platform and internal systems - Maintain proper records of proof of delivery and other customer-related documents - Prepare daily and weekly customer service reports when required - Identify recurring customer concerns and provide feedback to management to improve our processes and service What we're looking for - 1–3 years of experience in customer service, logistics, operations, e-commerce, or a related field - Bachelor's degree in any field (Business, Communications, Logistics, or Operations is a plus) - Strong written and verbal communication skills in English and Filipino - Comfortable working with web-based systems, Google Workspace, and spreadsheets - Organized, detail-oriented, and able to manage multiple concerns at the same time - Good judgment and problem-solving skills, especially when handling customer complaints or delivery issues - Patient and professional when dealing with difficult or urgent customer concerns - Willing to work onsite, six days a week, and to be reachable for urgent operational issues - Startup-ready: comfortable with changing processes and wearing multiple hats Nice to have - Experience in trucking, courier, freight forwarding, last-mile delivery, or e-commerce - Familiarity with CRM, ticketing, dispatch, or logistics management platforms - Experience handling delivery-related complaints or customer escalations - Basic understanding of logistics and delivery operations in the Philippines What we offer - Government-mandated benefits - Direct exposure to founders and a real say in how we build our customer service processes - Opportunity to grow with an early-stage logistics and technology company