Customer Support Representative

Deliver service that keeps customers moving.

Hi! We're Smartsourcing, and we're hiring a full-time, onsite Customer Service Representative — the customer support specialist who handles enquiries, provides shipment updates, reviews transport information, and helps resolve routine order and delivery concerns to ensure a smooth customer experience.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

About the Role

Customer Service Representative role monitors shipment and dispatch information, supports tracking and transport requests, validates customer and order details, maintains accurate records, and coordinates with carriers and internal teams where additional information or action is required.

Key Responsibilities

Shipment Tracking & Transport Support

• Review assigned shipment and transport information for current status.
• Check daily orders in Machship to confirm dispatch and tracking status.
• Provide tracking updates based on available carrier and system information.
• Identify orders without dispatch or tracking updates.
• Report undisbursed or unresolved orders to the appropriate stakeholder.
• Escalate applicable tracking concerns to carriers or internal teams.
• Support routine transport requests using established procedures.

Customer Enquiries & Communication

• Respond to customer enquiries through ticketing systems, email, and phone.
• Provide accurate shipment, dispatch, and delivery information.
• Clarify routine customer concerns and explain available next steps.
• Review relevant order information before responding.
• Complete required customer follow-ups.
• Escalate concerns outside established processes or role authority.

Order & Delivery Administration

• Support routine order-management activities.
• Assist with delivery delays and orders that have not been dispatched.
• Support held-order and order-reactivation requirements.
• Process routine order amendments using established procedures.
• Support requests for proof of delivery (POD).
• Review order details for completeness before completing assigned actions.
• Escalate non-standard order concerns appropriately.

Address Validation & Data Accuracy

• Validate customer and delivery addresses using available information and established procedures.
• Review address information for accuracy and completeness.
• Identify missing or inconsistent customer information.
• Coordinate clarification where additional information is required.
• Update confirmed information in applicable systems or records.
• Escalate address concerns that cannot be resolved using available information.

Logistics Issue Resolution & Escalation

• Investigate routine shipment delays and delivery concerns.
• Compare tracking, dispatch, and order information to identify obvious inconsistencies.
• Apply established procedures to routine logistics issues.
• Coordinate with carriers and Operations where additional support is required.
• Determine when matters require escalation based on established guidelines.
• Maintain clear records of identified issues and actions taken.

Email, Documentation & Reporting Support

• Sort and manage assigned customer and operational emails.
• Update shipment logs, case notes, and customer records.
• Prepare assigned daily dispatch or freight reports.
• Support simple reporting and administrative activities.
• Maintain accurate information in customer service and logistics systems.
• Assist with updates to procedure information where required.
• Participate in team meetings and required Customer Experience training.

Team & Operational Support

• Coordinate with teammates regarding shipment and customer information.
• Share confirmed process updates or relevant information with colleagues.
• Provide clarification on familiar cases when requested.
• Raise recurring issues or process concerns to the appropriate senior team member.
• Organize daily workload across tracking, customer enquiries, and follow-ups.
• Seek guidance for unfamiliar or higher-impact situations.

Artificial Intelligence (AI) Readiness and Digital Enablement

• Maintain baseline AI literacy and use approved AI tools responsibly, in line with company policies, data privacy, information security, and client confidentiality obligations.
• Apply sound judgment by validating outputs and avoiding overreliance, ensuring accuracy and accountability in all work delivered.
• Participate in AI readiness trainings and proactively identify opportunities for process improvement through automation and responsible AI integration.

What You'll Need to Succeed

Experience

• Previous customer service experience, preferably in logistics, transport, or another fast-paced service environment.

Education & Certifications

• Relevant education or training in Customer Service, Business Administration, Logistics, or a related field is advantageous.

Tools

• Working knowledge of Machship, carrier portals, ticketing tools, and basic business applications.

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Benefits

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why You'll Love Working Here

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• 5-day Christmas Leave (unwrap real time off)
• Healthcare from Day 1 for you and your family (because healthcare matters)
• Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• Night shift differential for evening schedules
• Subsidized gym membership and sports wellness clubs
• Smartsourcing Exclusives (deals made just for you)
• Themed BFFs, monthly knockoffs, summer parties
• Community give-back programs and personal development workshops

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.

Ready to deliver exceptional customer service, not just answers? Apply now.