Courier Customer Service

Position: Courier Customer Service
Industry: Logistics
Employment Type: Full-Time
Location: Pasig City

Job Description

We are looking for a reliable and customer-oriented Courier Customer Service to join Tarsier Parcel Express Hub Inc. The successful candidate will be responsible for assisting customers and merchants with parcel-related concerns, handling inquiries and complaints, coordinating with riders and operations teams, and ensuring timely resolution of delivery issues.

Key Responsibilities

• Handle customer inquiries through phone calls, messaging platforms, social media, and e-commerce platforms such as Shopee, Lazada, and TikTok.
• Assist customers with parcel tracking, delivery status, estimated delivery times, pickup arrangements, and other logistics concerns.
• Handle and monitor cases involving damaged, lost, missing, mis-sorted, overdue, rejected, or address-changed parcels.
• Coordinate with riders, warehouses, outlets, and operations teams to resolve parcel and delivery issues.
• Receive and handle customer complaints professionally and provide timely updates and resolutions.
• Assist customers and merchants with claims, supporting documents, returns, redelivery, and other after-sales concerns.
• Provide support to e-commerce merchants regarding bulk orders, pickup and delivery concerns, abnormal parcels, and platform-related issues.
• Maintain accurate records of customer inquiries, complaints, parcel issues, claims, and follow-ups.
• Prepare daily reports and monitor pending customer service cases.
• Follow applicable company procedures and e-commerce platform policies.
• Maintain professional communication with customers, merchants, riders, and internal teams.
• Perform other related customer service and administrative duties assigned by the supervisor.

Job Requirements

• Good communication skills in English and Tagalog.
• Customer-service oriented with good interpersonal and problem-solving skills.
• Proficient in basic computer operations, email, messaging applications, and Microsoft Office/Google Workspace.
• Detail-oriented, organized, patient, and able to work under pressure.
• Willing to work overtime when necessary, especially during peak periods and high parcel volume.
• Experience in customer service, courier, logistics, e-commerce, or after-sales support is an advantage.
• Familiarity with Shopee, Lazada, TikTok, or logistics tracking systems is a plus.