Deskripsi Pekerjaan
Welsend Global Services is seeking a detail-oriented and customer-focused BPO Customer Service Agent (Logistics) - Non Voice to join our expanding team in Taguig City. In this role, you will be responsible for delivering critical operational and logistics support via non-voice channels, primarily handling email queries, live chat, and web-based ticketing systems.
As a key member of our logistics support operations, you will monitor shipment statuses, resolve customer inquiries regarding transit delays or customs documentation, and coordinate with courier partners to maintain service level agreements (SLAs). Your performance directly impacts order fulfillment accuracy and customer satisfaction across international delivery networks.
This position is ideal for professionals seeking a high-growth customer support career without phone obligations. We provide comprehensive domain training, modern workstation equipment, performance incentives, and opportunities for rapid internal advancement into supervisory or specialized logistics coordination roles.
Tanggung Jawab
- Manage inbound customer support requests through live chat, ticketing systems, and email.
- Track, trace, and report domestic and international shipments using logistics enterprise software.
- Resolve order discrepancies, delivery delays, customs clearance concerns, and damaged package claims.
- Coordinate with dispatchers, warehouse hubs, and third-party logistics (3PL) partners to expedite shipments.
- Maintain precise operational logs and record case notes in customer relationship management (CRM) tools.
- Meet daily key performance indicators (KPIs) including first contact resolution (FCR), turnaround time (TAT), and customer satisfaction (CSAT).
- Escalate complex or high-priority shipping incidents to team leads according to standardized workflows.
Kualifikasi
- High school graduate or Bachelor's degree in any discipline.
- At least 6 months of BPO or customer service experience; logistics or supply chain account experience preferred.
- Proficient written English communication skills with strong grammar and comprehension.
- Typing speed of at least 35-40 words per minute (WPM) with 95% accuracy.
- Familiarity with CRM platforms, ticketing software (such as Zendesk or Freshdesk), and MS Office suite.
- Strong analytical and problem-solving abilities to handle logistics tracking exceptions.
- Willingness to work on rotating shifts, night shifts, weekends, and holidays at our Taguig office.