Customer Support Associate - Logistics

About the Role

CPS Asia Pacific is looking for an experienced Customer Support Associate - Logistics to support our fast-paced operations in Eastwood, Quezon City. This role combines customer service, logistics coordination, case handling, and administrative support within an AI-enabled operations environment.

The successful candidate will be responsible for managing day-to-day logistics-related activities, maintaining accurate records, coordinating with relevant teams, and ensuring cases are resolved efficiently and in accordance with established service levels and quality standards.

We are looking for someone who is detail-oriented, adaptable, comfortable working with technology, and able to maintain consistent performance in a high-volume BPO environment.

Key Responsibilities

• Manage day-to-day logistics and operational activities using AI-supported workflows and business systems.
• Handle logistics cases involving tracking, documentation, coordination, updates, and issue resolution.
• Utilize AI-enabled tools to improve operational efficiency, accuracy, and case documentation.
• Review and process cases according to established procedures, service levels, and quality requirements.
• Coordinate with internal teams and relevant stakeholders to ensure timely resolution of operational concerns.
• Maintain complete and accurate case notes, records, and system updates.
• Follow established SOPs, compliance requirements, and operational guidelines.
• Identify issues requiring additional assistance and escalate them through the appropriate channels.
• Monitor assigned workloads and ensure tasks are completed within required SLAs.
• Consistently meet productivity, quality, and accuracy targets.
• Participate in team meetings, coaching sessions, and performance discussions.
• Adapt to new technologies, systems, AI tools, and changes in operational workflows.
• Support other related logistics and operational activities as assigned.

Qualifications

• At least 2 years of overall work experience in a BPO environment.
• Previous experience handling a Logistics account is required.
• Experience supporting Retail or E-commerce accounts is an advantage.
• Previous exposure to AI tools, AI-assisted workflows, or technology-enabled BPO operations is preferred.
• Experience in back-office, shared services, customer operations, or other process-driven support functions is an advantage.
• Good written and verbal English communication skills.
• Comfortable working in an SLA- and metrics-driven environment.
• Strong computer literacy, system navigation, and documentation skills.
• Excellent attention to detail and accuracy.
• Strong organizational and time-management skills.
• Able to manage multiple cases or tasks while maintaining quality and productivity.
• Adaptable and comfortable working in a fast-paced and technology-driven environment.
• Able to follow established processes while exercising appropriate judgment when handling exceptions or escalations.