Customer Service Associate
Full-time
Shipzy PH
Customer Service Associate
Company: Shipzy
Location: Silang, Cavite, Philippines — onsite
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
Vacancy posted 4 days ago
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