Customer Relation Support (CRS)

Location: Mandaluyong
Manpower: 3 (Permanent / Seasonal)
Department: Operations Support
Coordinates With: PHIT / Catering / BLS / Field Operations / Calling Team
Duty Location: Office-based (Customer Operations Rooms)
Work Schedule: Shift-based (aligned with customer operations / 24/7 as required)

Job Description

The purpose of this position is to act as the frontline communication point for customers, providing timely responses, coordination, and follow-up across all company operations.

The focus of this role is customer communication, issue intake, internal coordination, and the provision of accurate status updates to ensure smooth operational flow.

The definition of success for this role is that customer inquiries are answered clearly, issues are coordinated promptly, and operations proceed without communication gaps.

This position holds full accountability for the accuracy, responsiveness, and professionalism of all customer communications.

Operational Coverage

This position provides customer communication and coordination support across the following operations:

• PHIT – Port Handling & Inland Transport
• Catering – Field and Camp Catering Operations
• BLS – Basic Life Support Services
• Other Contracts – All awarded and active projects

Key Responsibilities

• Serve as the primary point of contact for customers in assigned operation rooms.
• Receive, respond to, and log customer inquiries, requests, and issues accurately.
• Coordinate customer requests with relevant internal teams, including PHIT, Catering, BLS, Field Operations, and the Calling Team.
• Provide real-time status updates to customers regarding ongoing operations and services.
• Escalate urgent or critical issues to the Operations Manager promptly.
• Track customer issues until resolution and confirm closure with the customer.
• Maintain professional, calm, and solution-oriented communication at all times.
• Record all interactions, requests, and actions taken in tracking logs and systems.
• Support coordination for newly awarded contracts and ongoing projects.
• Ensure no customer request is left unattended or unanswered.

Qualifications & Requirements

• 2 years experience in call center operations, customer service, operations support, or coordination roles.
• Experience in logistics, catering, or military support services is an advantage.
• Proficiency in English is a must.
• Proficiency in Filipino is required.
• Strong communication skills that are clear, polite, confident, and solution-focused.
• Basic computer skills, including Excel, Google Sheets, messaging platforms, and call tools.
• Willingness to work rotating shifts, including nights and weekends, as required by operations.

Skills & Competencies

• Strong customer handling skills, remaining calm and professional under pressure.
• Effective coordination skills to connect customers with the appropriate internal teams.
• Ability to handle multiple requests simultaneously.
• Practical and service-oriented problem-solving skills.
• Strong documentation skills with accurate and timely record keeping.

Personal Attributes (Critical)

• Strong service mindset with a customer-first attitude.
• High reliability, trusted to manage customer-facing operations.
• Strong sense of responsibility, following issues through to completion.
• High level of professionalism, representing the company appropriately to clients.

Reporting & Documentation

• Maintain customer interaction logs, recording calls, messages, and requests.
• Update issue tracking sheets to monitor status until closure.
• Maintain escalation logs for urgent or unresolved issues.
• Prepare clear and accurate shift handover notes for the next shift.