Customer Service Representative (Entry-Mid Level) (Non Voice)

About Trinity Outsourcing Solutions

Trinity Outsourcing Solutions is dedicated to connecting talented professionals with dynamic career opportunities across the world. As a trusted HR partner, Trinity offers a pathway for skilled individuals to work in roles that align with their expertise and support their career advancement. Known for fostering a supportive and growth-focused environment, Trinity provides hands-on experience and tailored opportunities for development. By prioritizing meaningful placements, Trinity enables professionals to unlock their potential and make a lasting impact within innovative companies.

The Role

**📍**Eastwood, Quezon City (Onsite)

🕙10PM - 7AM, 6PM - 3AM

The agent will be managing inbound email queues for the client’s freight support function, providing timely, accurate, and professional written responses to customer and carrier inquiries. The role focuses exclusively on email — handling status queries, delivery updates, exception communications, and general freight support requests via written channels.

Responsibilities:

• Respond to inbound freight support email queries within the target First Response Time (FRT) of 30 minutes during BAU operations.
• Handle customer inquiries regarding shipment tracking, carrier updates, delivery exceptions, service requests, and general freight queries via written email.
• Coordinate with carriers via email for shipment exceptions, delivery failures, and re-delivery arrangements — updating customers proactively.
• Accurately log all email interactions in the CRM. Use approved macros and templates while personalising responses appropriately.
• Escalate unresolvable cases to the omnichannel agents or TL for voice follow-up — where a call is required to resolve a complex situation.
• Contribute to email backlog clearance — especially during the first 4–6 weeks of go-live where an existing backlog of approximately 1,600–1,700 tickets will be actioned.
• Achieve minimum QA score of 80% per EvaluAgent quality audit of email interactions.

Qualifications

• Minimum 6 months BPO email support experience. Parcel, courier, e-commerce, or logistics email account experience strongly preferred.
• Candidates from similar email-only accounts given priority consideration.
• Excellent written English — clear grammar, appropriate tone, professional formatting. Must demonstrate ability to write customer-facing responses without excessive proofing or templates.
• Typing Speed Minimum 40 WPM with high accuracy. Email productivity is volume-sensitive — fast, accurate typing is a baseline requirement.
• Familiarity with freight or logistics terminology preferred. Exposure to carrier tracking portals (UPS, FedEx, Purolator, Canpar) an advantage. On-the-job training provided for Client-specific systems.
• Willing to work night or mid-shift aligned to Canadian business hours.
• Minimum Senior High School graduate. College undergraduate or graduate preferred.