Customer Service Representative

📍 Location: 100% Remote (Philippines-based)

⏰ Schedule: approx 1:00PM to 9:00PM EST

💼 Role Type: Independent Contractor, Full-time (40 hours a week) - 6-month contract with option to extend

💸 Rate: Approximately Php415 per hour

Why this role matters

Our client is a global leader in temperature-controlled logistics, supporting pharmaceutical and life sciences companies in safely moving critical, life-saving medicines across the world. 

We’re looking for a Customer Support Representative to help coordinate the return and tracking of reusable packaging used to transport these vital products. You’ll serve as the key point of contact for customers, ensuring timely communication, smooth coordination, and accurate recordkeeping from start to finish.

You’ll join an existing remote team based in the Philippines, making collaboration and support easier while working in a fully remote setup.

This role is perfect for someone who’s dependable, detail-oriented, and enjoys solving problems while keeping customers happy, all while playing a meaningful part in maintaining a sustainable supply chain that literally saves lives.

What you’ll do

📞 Customer Support & Communication

• Initiate outbound calls to customers to coordinate the return of reusable packaging.

• Respond promptly and professionally to customer inquiries, providing clear instructions and updates.

• Resolve issues or concerns related to returns while maintaining strong customer satisfaction.

• Educate customers on the environmental importance of timely packaging returns.

📦 Order & Return Management

• Update and maintain customer records and return statuses in internal systems with precision.

• Follow established return management protocols — including scheduling pickups, issuing labels, and coordinating with logistics partners.

• Track and meet performance metrics such as call volume, return completion rate, and customer feedback.

🤝 Collaboration & Coordination

• Partner with internal teams to ensure smooth handoffs between customer service and operations.

• Identify process gaps and suggest improvements to enhance the customer experience.

• Support colleagues and supervisors in achieving department goals.

🗂️ Administrative & Compliance Support

• Accurately document all customer communications and order transactions.

• Adhere to company policies, procedures, and safety standards related to the role.

• Perform additional administrative duties as needed to support the team.

About you

• Legally eligible to work in the Philippines as an Independent Contractor.
   
• Strong fluency in verbal and written English.
   
• You must have an up-to-date personal laptop or computer, along with reliable, high-speed, and secure internet access.
   
• 1-3+ years of experience in a call center, customer service, or logistics support role.
   
• Tech-savvy: proficient with Microsoft Office (especially Excel) and familiar with order management systems.
   
• Excellent communicator with strong attention to detail and problem-solving skills.
   
• Able to multitask, stay organized, and meet deadlines in a fast-paced environment.
   
• Customer-focused and proactive: you care about accuracy, timeliness, and customer satisfaction.

Bonus points for

• Bilingual in Spanish.
   
• Experience in logistics, manufacturing, or supply chain operations.
   
• Familiarity with SAP or other ERP systems.