Customer Support Coordinator ( Logistics with Zendesk / Intercom exp. )

The Customer Support Coordinator will be responsible for the day-to-day management of customer inquiries, with a focus on process optimization and scalable solutions. This role includes identifying and documenting key processes, ensuring seamless system operations, and delivering exceptional customer support.

Duties & Responsibilities

• Develop and refine customer support processes within the Intercom platform.

• Manage incoming customer inquiries and provide timely and effective solutions.

• Identify opportunities for process improvement and implement changes to enhance efficiency.

• Create detailed documentation of support processes and best practices.

• Analyze customer data to identify trends and areas for improvement.

• Collaborate with the team to ensure seamless customer support operations.

Education and Work Background

• College Graduate
• Minimum of 2 years of work experience in the BPO or logistics industry, preferably with shipping assistance experience.
• Skilled in building, documenting, and refining processes as they evolve.
• Exhibits a high degree of flexibility and responsiveness to changing conditions and priorities.
• Strong focus on precision and thoroughness in all aspects of work.
• Proactive and able to work independently, taking initiative to drive projects forward.
• Willing to work in Ortigas Center, Pasig, Taguig, or Makati, with flexibility for site assignments.
• Willing to work on shifting schedules and during holidays.

Competencies and Values

• Highly organized and detailed oriented with strong work ethic.

• Proven experience in customer support, preferably in a fast-paced environment.

• Strong understanding of logistics or related industry.

• Proficiency in using Intercom, Zendesk or similar customer support platforms.

• Excellent communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Ability to work independently and as part of a team.

• Proactive and results-oriented mindset. Willingness to work flexible hours.

• Experience with eCommerce or delivery industry.

• Knowledge of CRM software.