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

Customer Service Representative

Trinity Outsourcing Solutions
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Emma
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Full-time

Legal agreement: Employment

Compensation
PHP23k - 28k/month
~USD365 - 445/month
Non-negotiable
location_on
Eastwood Avenue, Bagumbayan, Quezon City, Metro Manila, Philippines
Posted 4 months ago

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.
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