Customer Service Coordinator

Job Responsibilities:

1. Customer Service Inquiry Management

• Acknowledge all customer service inquiries, requests, and tickets within 24 hours of receipt.

• Ensure all inquiries (JIRA, WhatsApp, email, hotline) are properly logged, tracked, and monitored.

• Handle inquiries including but not limited to:

  • Shipment status requests

  • Delivery delays and failed deliveries

  • Proof of Delivery (POD) requests

  • Lost and damaged shipment investigations

  • Return-to-Sender (RTS) concerns

  • COD remittance inquiries

  • Customer complaints and escalations

  • Inventory-related concerns

2. Case Ownership & Tracking

• Assign a responsible owner for each case within 24 hours.

• Maintain full ownership or ensure clear accountabilities for all assigned cases.

• Ensure all cases remain open until complete resolution or satisfactory response is achieved.

3. Investigation & Resolution Management

• Conduct thorough investigations on delivery issues, shipment discrepancies, and customer complaints.

• Provide meaningful and timely updates.

• Coordinate with internal teams and 3PL partners to resolve issues efficiently.

4. Escalation Management

• Identify and escalate critical issues specially those impacting.

• Ensure proper documentation and communication of escalation details.

5. SLA Compliance & Performance

• Ensure a minimum of 95% monthly response compliance rate.

• Monitor response timelines and proactively address potential SLA breaches.

• Support preparation of corrective action plans when SLA risks are identified.

• Participate in operational reviews and performance monitoring when required.

6. Communication Management

• Actively monitor and respond through all approved communication channels.

• Ensure 100% availability of communication channels during operating hours.

• Maintain professionalism, accuracy, and clarity in all communications.

7. Documentation & Reporting

• Maintain accurate and complete records.

• Generate regular reports.

8. Operational Support

• Collaborate with warehouse, transport, and 3PL teams to address service issues.

• Ensure adequate operational coverage to support inquiry volumes.

• Recommend process improvements to enhance service responsiveness and efficiency.

Job Qualifications & Requirements

• Bachelor’s degree in Business, Logistics, Supply Chain, or related field

• Minimum 2–3 years experience in customer service, logistics, or operations

• Experience with ticketing systems (e.g., JIRA) and communication tools

• Strong problem-solving and investigation skills

• Ability to manage multiple cases and prioritize effectively

• Excellent written and verbal communication skills

• High attention to detail and documentation discipline

• Ability to work under pressure and meet strict SLA timelines

 Work Location: San Isidro, Parañaque