Customer Support Agent

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage inbound delivery tickets from end-customers with a sense of urgency and professionalism.

• Implement established exception workflows for issues such as ghost shipments, stalled or in-transit delays, and delivered-but-not-received cases.

• Clearly and consistently communicate shipment statuses, next steps, and expectations to customers.

• Escalate issues when necessary.

• Accurately log outcomes to enhance tracking visibility and reporting.

• Achieve performance targets, including First Response Time of under 5 minutes during business hours, SLA adherence exceeding 95%, and a CSAT score above 4.5 out of 5.

• Act as the primary executor of customer communications and established exception workflows.

• Contribute to Parsel's No Package Left Behind initiative and strive towards a 99.5% delivery reliability goal.

⛳️ Requirements

• Minimum of 2 years of experience in customer support, ideally within logistics, e-commerce, or SaaS sectors.

• Exceptional written communication abilities, capable of conveying complex information in a clear manner.

• Familiarity with ticketing systems and adherence to structured workflows.

• Strong attention to detail and a commitment to accurate record-keeping.

• Capacity to remain calm and focused on solutions in high-pressure situations.

• Genuine empathy for customers facing delivery challenges.

• Availability to work from 10:00 AM to 7:00 PM PST, including a one-hour lunch break.

• Willingness to provide weekend or alternative coverage when notified in advance.

• Ability to cover shifts during the holiday peak season with prior notice.

• Flexibility to accommodate occasional shift adjustments when requested with notice.

🏝️ Benefits

• Competitive salary commensurate with experience.

• Opportunities for professional development and career progression.

• A collaborative and dynamic work atmosphere.