Seller/Receiver Support Specialist (Full-Time | Remote)
Seller/Receiver Support Specialist (Full-Time | Remote)
About the Opportunity
Our client is a leading technology-driven global shipping and logistics platform that empowers worldwide e-commerce through innovative supply chain solutions, fulfillment networks, and seamless omni-channel delivery services.
As part of their continued global expansion, they are building a high-performing customer operations team in Metro Manila and are seeking a proactive Seller/Receiver Support Specialist to help deliver exceptional customer experiences across their logistics network.
This is an exciting opportunity for someone who thrives in a fast-paced environment, enjoys solving complex customer issues, and wants to be part of a rapidly growing, technology-forward logistics organization.
Key Responsibilities- Provide end-to-end support for senders, receivers, and small-to-medium business customers.
- Manage customer inquiries across logistics, shipping, delivery, tracking, payment, and claims-related concerns.
- Handle standard, Tier 2, and Tier 3 escalations with a focus on thorough investigation and timely resolution.
- Coordinate with internal teams, logistics partners, and stakeholders to resolve complex operational issues.
- Maintain accurate documentation of customer interactions, investigations, and outcomes.
- Identify recurring issues and recommend process improvements.
- Assist in developing operational playbooks, SOPs, workflows, and knowledge base articles.
- Collaborate closely with Australian-based teams and cross-functional global colleagues.
- Contribute to maintaining high customer satisfaction and operational excellence.
What We're Looking For
Required Experience- Experience in Customer Support, Customer Service, or Customer Operations.
- Background in Logistics, Shipping, Supply Chain, or E-commerce Operations.
- Understanding of:
- E-commerce platforms
- Marketplaces
- Aggregators
- Third-Party Logistics (3PL) providers
- Technology-enabled logistics networks
- Strong written and verbal English communication skills.
- Excellent problem-solving and investigation skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Proven experience handling customer escalations, including Tier 2 and Tier 3 cases.
- Demonstrated ability to investigate complex issues and drive cases through to resolution.
- Strong ownership mindset and accountability for customer outcomes.
- Experience using CRM and support ticketing platforms such as:
- Zendesk
- Salesforce
- Freshdesk
- Experience supporting Australian customers or working with Australian teams.
- Exposure to logistics, courier, shipping, or e-commerce businesses.
- Delivering exceptional support experiences for senders and receivers.
- Resolving complex customer issues accurately and efficiently.
- Maintaining detailed and organized documentation.
- Identifying opportunities to improve processes and customer journeys.
- Contributing positively to team performance, collaboration, and morale.
- Demonstrating strong ownership, initiative, and operational discipline.
- Customer-focused and empathetic.
- Detail-oriented and highly organized.
- Comfortable navigating ambiguity and change.
- A strong communicator who can build trust with customers and teammates.
- Proactive, resourceful, and solutions-driven.
- Motivated by continuous improvement and professional growth.
If you're passionate about customer experience, logistics, and solving complex operational challenges in a fast-growing global business, we'd love to hear from you.