Customer Support Associate

Job description: About the Role Q4 is busy. Orders are coming in, customers are asking questions, couriers are arriving, and some customers mysteriously disappear after saying, “Yes, I’ll confirm later.” That’s where you come in. We’re looking for a Seasonal Customer Service Assistant whose superpower is FOLLOW-UP. Your main job is to make sure pending orders don't just sit there waiting for someone to magically respond. You’ll call, message, follow up, check, and follow up again when needed until we get a response, resolve the issue, or know that the order needs to be escalated. This is a great role for someone who is organized, persistent, proactive, and not afraid to pick up the phone. What You'll Do Customer Follow-Up – Main Responsibility - Follow up with customers who have not responded to previous calls or messages. - Follow up on pending orders, COD confirmations, bank deposits, customer availability, and incomplete order information. - Continue follow-ups until the customer responds, the order is resolved, or the concern is escalated. - Identify orders that are pending or not progressing and take the appropriate follow-up action. - Keep order information and customer responses updated. Basic Customer Service - Answer basic customer questions about order status, delivery, and other routine concerns. - Provide customers with available order and delivery updates. - Handle basic inquiries through phone, SMS, Viber, or other messaging channels. - Escalate complaints, angry customers, refunds, and complex concerns to the Customer Service Team Lead. Dispatch Support - Assist with courier bookings, particularly Lalamove and Happy Move, when the Dispatch team is handling high volume. - Help coordinate during busy courier/rider pick-up periods. - Support the warehouse and dispatch team when needed. We’re looking for someone who: - Has 6 months–1 year of customer service experience enough to know that “I’ll call them back later” sometimes means you need to actually call them back later. - Is comfortable making phone calls and following up with customers. If calling someone makes you want to hide behind your monitor, this may not be the role for you. - Communicates well in English and Filipino clear, polite, and professional. - Is organized and can keep track of multiple pending customers without losing track of who needs a call. - Is persistent because sometimes the first message gets ignored, the second gets missed, and the third is the one that gets the job done. - Has basic computer skills and is comfortable using email, Viber/messaging apps, and online systems. - Is reliable, responsible, and proactive you don't need someone reminding you every hour to “please follow up with this customer.” - Has experience in e-commerce, retail, logistics, or order fulfillment a plus, but not required. - Most importantly: You should be the type of person who sees a pending order and thinks, “Let me follow that up,” rather than “Someone else will probably handle it.” What We're NOT Looking For Let’s be honest this role is not for everyone, and that’s okay. You might not be the right fit if you: - Prefer waiting for customers to message you rather than hunting down the ones who haven't responded yet. - Think making an outbound call is something to avoid at all costs. - Need someone standing beside you saying, “Hey, did you follow up with that customer?” every few hours. - Look at a list of 20 pending orders and think, “I’ll figure this out tomorrow.” - Get easily overwhelmed when things get busy, because Q4 does not believe in slow days. - Want a quiet, predictable, desk-only job where nothing unexpected happens. - Prefer doing only what’s written in your job description and saying, “That’s not my job.” we’re a small team, so sometimes we all pitch in. - Aren’t comfortable calling, messaging, following up, and occasionally following up on the follow-up. If you’re proactive, persistent, organized, and the type of person who actually enjoys getting things DONE we’d probably get along just fine. Why Join Us? This is a great opportunity for someone who wants to gain hands-on experience in e-commerce, customer service, order fulfillment, and logistics during a busy Q4 season. For the right person, there may be an opportunity to continue with the company in a full-time role after the seasonal contract. Contract: 2-3 months Schedule: Monday–Saturday, 8:00 AM–5:00 PM Location: Manila