Customer Service Representative at Trinity Outsourcing Solutions | Torre
Customer Service Representative
Report
warning

Heads-up

The job you’re trying to post already exists in Torre:

Trinity Outsourcing Solutions

Customer Service Representative

Trinity Outsourcing Solutions
Posted by
T
star_border star_border star_border star_border star_border
star star star star star
(11) info
Emma
Emma
You'll ensure seamless global freight delivery, resolving critical issues and enhancing customer satisfaction.
Emma highlights
This highlight was written by Emma’s AI. Ask Emma to edit it.
Full-time

Legal agreement: Employment

Compensation
PHP23k - 28k/month
~USD376 - 458/month
Non-negotiable
location_on
Eastwood Avenue, Bagumbayan, Quezon City, Metro Manila, Philippines
Match
skeleton-gauges
You have opted out of job matches in .
To undo this, go to the 'Skills and Interests' section of your preferences.
Review preferences
Posted 14 days ago

Requirements and responsibilities

Responsibilities: - Handle inbound customer calls regarding freight shipment status, delivery issues, carrier delays, and service queries — targeting SLA of 80% calls answered within 20 seconds. - Execute outbound follow-up calls to customers and carriers for exception management, shipment updates, and dispute resolution. - Manage email queues — respond to customer and carrier email inquiries within agreed first-response time targets (30-minute BAU SLA), providing accurate, professional, and complete responses. - Perform Track & Trace functions: shipment tracking across carriers, rescheduling, dock checks, delivery confirmation, and proactive customer notifications. - Navigate client platforms (telephony, carrier portals, CRM) and accurately log all interactions per documented SOPs. - Escalate complex or unresolved cases to the Team Leader per the defined escalation matrix. Avoid unnecessary escalations; aim for first-contact resolution. - Maintain quality standards per the Client QA scorecard — targeting a minimum QA score of 80% per monitored interaction. Qualifications: - Minimum 1-year BPO voice experience — mandatorily with inbound voice or blended (voice + email). Experience in similar accounts (logistics, freight, courier, or e-commerce) highly preferred. - Excellent spoken and written English. Neutral or North American-accented. Must be clear, professional, ideally minimum B2-level - Prior exposure to freight, shipping, logistics, or supply chain is an advantage - but not mandatory. - Familiarity with LTL, parcel delivery, carrier tracking systems. - Comfortable with browser-based CRM and carrier portals. Typing speed minimum 35 WPM. Able to work on multiple applications simultaneously. - Willing and able to work Philippine night shift (Shift 1: 10 PM – 7 AM PHT or Shift 2: 1 AM – 9 AM PHT). - Minimum senior High School graduate. College level or graduate preferred.
Closes in:
0
days
0
hours
0
min
0
sec
Optionally, you can add more information later (benefits, pre-screening questions, etc.)

Thank you

Thank you

check_circle

Payment confirmed

Torre Hunt

Torre Hunt

A member of the Torre team will contact you shortly

In the meantime, continue adding information to your job opening.