Customer Service & Logistics Support Agent (Hybrid, Cebu)

About the role

We are seeking a Customer Service & Logistics Support Agent to provide a seamless experience for our UK‑based customers, from purchase through delivery, installation, and after‑care. This hybrid position combines high‑quality customer service with hands‑on coordination of large‑item deliveries, ensuring orders arrive on time and in perfect condition.

Key responsibilities

• Respond to customer inquiries via email, live chat, and phone with clear, confident communication.
• Encourage and manage customer reviews on platforms such as Trustpilot.
• Coordinate delivery and installation of bulky garden furniture, liaising with drivers, installers, warehouses, and third‑party couriers.
• Track orders, provide real‑time updates, and manage delivery expectations, delays, and rescheduling.
• Handle claims for damages, missing parts, or installation issues, and process warranty queries and replacement orders.
• Offer goodwill gestures, refunds, or replacements according to company guidelines.
• Log all interactions in internal systems and work towards KPIs for response time, resolution time, and customer satisfaction.
• Identify recurring issues and provide feedback to improve products and processes.

Required profile

• Previous experience in customer service, preferably in e‑commerce or retail.
• Excellent written and spoken English.
• Strong organisational abilities and capacity to manage multiple cases simultaneously.
• Comfortable handling complaints and difficult conversations.
• Willingness to work evenings and weekends (Manila time).
• Experience with bulky‑goods delivery and logistics or supply‑chain coordination.
• Familiarity with serving UK‑based customers.

Required skills

• CRM/ticketing systems