Customer Service And Tracking Specialist

About FGC+

#SparkSuccess at FGC+!

Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, weve built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication.

Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success.

Here, you are more than just an employee—you are part of a team where you can truly thrive and make a difference.

About The Job

The Customer Service & Tracking Specialist is responsible for delivering exceptional support to customers while ensuring accurate tracking, documentation, and order management. This role handles customer inquiries, resolves issues, manages

order and shipment data, and collaborates with internal teams and external carriers to ensure timely delivery and high customer satisfaction.

What Youll Do

• Handle high volumes of customer calls and inquiries, providing accurate information and timely solutions.
• Identify customer needs, resolve complaints, and build strong, trust-based relationships through clear communication.
• Coordinate with suppliers and shipping carriers to obtain tracking updates and ensure smooth order movement.
• Input, validate, and maintain accurate order, tracking, and shipment data in internal systems.
• Monitor and verify data accuracy through cross-checking and detailed recordkeeping of orders and customer interactions.
• Collaborate with internal teams to troubleshoot order, shipping, and service-related issues.
• Meet performance targets while following established guidelines, adapting to new tools/technologies, and participating in training.
• Provide proactive order status updates and contribute feedback to improve customer satisfaction and internal processes.
  
  

• At least a Senior High School (K–12) graduate; an associate or bachelor’s degree in any field is preferred.
• Excellent English communication skills, both verbal and written.
• Strong active listening abilities with a professional approach to handling customer inquiries and concerns.
• Previous BPO or customer service experience is an advantage but not required for entry-level applicants.
• Proficient in computer use, including typing, system navigation, and multitasking across multiple tools or platforms.
• Able to thrive in a fast-paced environment and manage high volumes of customer interactions.
• Strong problem-solving skills and sound critical-thinking abilities.
• Willing to work on shifting schedules—including nights, weekends, and holidays—as required by business needs.
• Demonstrates professionalism, empathy, and a customer-first mindset in all interactions.
• Ability to start immediately is a strong plus.
  
  

• A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
• A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
• A market competitive total compensation/rewards package including:

• Day 1 HMO
• Competitive pay including incentives and generous allowances
• Payment of all statutory government benefits
• 25 days of annual paid leave some days are convertible to cash
• 13th month pay
• Onsite medical support
• Employee Engagement Events
• Employee Referral Program
• Skills, training for personal and professional development