Customer Service Associate

About the role

We're an early-stage logistics company running a platform that connects customers, drivers, and our internal admin team. As a Customer Service Associate, you'll be one of the main points of contact for our customers — helping with bookings, tracking deliveries, resolving concerns, and making sure customers receive timely and accurate updates. This is a hands-on role in a small team, so expect variety, fast-moving situations, and real ownership from day one.

Key responsibilities

• Respond to customer inquiries and booking requests across phone, Viber, Messenger, email, and other company channels
• Assist customers with bookings, delivery requests, shipment status, and service-related questions
• Provide accurate and timely updates on pickups, deliveries, delays, and other shipment concerns
• Handle customer complaints, delivery disputes, failed deliveries, and rebooking requests
• Monitor active bookings and delivery status through the platform's admin dashboard
• Coordinate with drivers and the Operations team regarding pickups, drop-offs, delays, and delivery issues
• Follow up on delayed, failed, or pending deliveries and ensure concerns are properly resolved
• Escalate urgent or unresolved customer and delivery issues to the appropriate team
• Maintain accurate records of customer inquiries, complaints, bookings, and resolutions
• Update customer and shipment information in the company's platform and internal systems

About you

• 1–3 years of experience in customer service, logistics, operations, e-commerce, or a related field
• Bachelor's degree in any field
• Strong written and verbal communication skills in English and Filipino
• Comfortable working with web-based systems, Google Workspace, and spreadsheets
• Organized, detail-oriented, and able to manage multiple concerns at the same time
• Good judgment and problem-solving skills, especially when handling customer complaints or delivery issues
• Patient and professional when dealing with difficult or urgent customer concerns
• Willing to work onsite, six days a week, and to be reachable for urgent operational issues
• Comfortable with changing processes and wearing multiple hats

Benefits

• Government-mandated benefits
• Direct exposure to founders and a real say in how we build our customer service processes
• Opportunity to grow with an early-stage logistics and technology company

About us

We're an early-stage logistics company running a platform that connects customers, drivers, and our internal admin team.