Customer Service & Logistics Support Agent

Job Description

Job Title: Customer Service & Logistics Support Agent

Set up: Hybrid – 3 days in office 2 working from home
Schedule: Thursday - Monday, 4PM - 1AM MNL time

Role Overview

We are looking for a Customer Service & Logistics Support Agent to deliver an exceptional customer experience from purchase through to delivery, installation, and aftercare. This is a dual-role position combining customer service excellence with hands-on logistics coordination. You will be responsible for ensuring customers receive their orders on time, in perfect condition, and feel fully supported throughout their journey.

Key Responsibilities
  
Customer Experience
• Deliver outstanding service across email, live chat, and phone
• Build trust with customers through clear, confident communication
• Proactively request and encourage customer reviews (e.g. Trustpilot)
• Turn negative experiences into positive outcomes
  
Logistics & Delivery Support
• Coordinate deliveries of large garden furniture items (including kerbside and installation services)
• Liaise with drivers, installers, warehouses, and third-party couriers
• Track orders and provide real-time updates to customers
• Manage delivery expectations, delays, and rescheduling
  
After-Sales & Issue Resolution
• Handle claims relating to damages, missing parts, or installation issues
• Manage warranty queries and replacement part orders
• Offer appropriate goodwill gestures, refunds, or replacements in line with company guidelines
• Take ownership of escalations and see cases through to resolution
  
Operational Support
• Accurately log all interactions and updates in internal systems
• Work towards KPIs including response time, resolution time, and customer satisfaction
• Identify recurring issues and feedback to improve products and processes
  
Skills & Experience
  
Essential:
• Previous experience in customer service (preferably e-commerce or retail)
• Excellent written and spoken English
• Strong organisational skills and ability to manage multiple cases
• Confident handling complaints and difficult conversations
• Comfortable working evenings and weekends (Manila time)
  
Desirable:
• Experience with bulky goods delivery (furniture, appliances, etc.)
• Logistics or supply chain coordination experience
• Familiarity with CRM/ticketing systems
• Experience working with UK-based customers
  
What Success Looks Like in This Role
• Customers receive clear, proactive communication at every stage
• Deliveries run smoothly with minimal escalations
• Issues are resolved quickly and fairly
• High volume of positive customer reviews and feedback
• Strong collaboration with logistics partners and internal teams
  
Key Attributes
• Customer-first mindset
• Solutions-driven and proactive
• Calm under pressure during peak seasons (spring/summer)
• High attention to detail
• Team-oriented with a strong sense of accountability


  
Note: As part of our recruitment process, we conduct background checks on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.