客户支持代理
Customer Support Agent
关于客户（Parsel）
Parsel 是一个物流和运营平台，旨在简化和优化供应链流程。通过利用先进技术与以客户为中心的解决方案，Parsel 简化订单管理，提升客户服务，并确保高效的交付运营。他们对运营卓越的承诺推动了物流行业的创新，为客户提供了无缝且可靠的服务。
关于职位
作为 Parsel 的一级客户支持专员，您将作为客户沟通和预定义异常流程的前线执行者。您的主要任务是在首次接触时正确、快速且一致地解决交付问题，防止问题升级。该职位是 Parsel “没有包裹被遗漏”（NPLB）计划的核心——我们致力于实现 99.5% 的交付可靠性。
此职位执行政策——它不制定政策。
主要职责
- 以专业和紧迫的态度处理客户交付工单
- 执行预定义的异常流程，包括幽灵运输、停滞/在途延迟、已送达但未收到等
- 向客户清晰且一致地传达运输状态、下一步行动和期望
- 按需或必要时进行问题升级
- 准确记录结果以支持追踪可见性和报告
绩效指标
- 首次响应时间（FRT）：工作时间内 < 5 分钟
- SLA 遵循率：> 95%
- 客户满意度（CSAT）：> 4.5 / 5
任职要求
- 2 年以上客户支持经验，物流、电商或 SaaS 行业优先
- 强大的书面沟通能力，能够清晰传达复杂信息
- 能够熟练使用工单系统并遵循结构化的工作流程
- 注重细节，致力于准确的文档记录
- 在压力下保持冷静并以解决问题为导向
- 对经历交付问题的客户富有同理心
班次与安排
- 工作时间：美国太平洋时间上午 10:00 – 下午 7:00（含一小时午餐休息）
- 可能需要提前通知的周末或替代班次覆盖
- 节假日高峰期（11 月–12 月）：可能需要提前通知的替代班次覆盖
- 班次灵活性：为支持团队覆盖需求，可能会提前通知进行偶尔的班次调整
薪酬与福利
- 根据经验提供具有竞争力的薪资
- 提供职业成长和晋升机会
查看英文原文
About the Client (Parsel)
Parsel is a logistics and operations platform designed to simplify and optimize supply chain processes. By leveraging advanced technology and customer-centric solutions, Parsel streamlines order management, enhances customer service, and ensures efficient delivery operations. Their commitment to operational excellence drives innovation in the logistics sector, providing clients with seamless and reliable services.
About the Role
As a Level 1 Customer Support Agent at Parsel, you'll serve as the frontline executor of customer communication and predefined exception workflows. Your primary mission is to prevent escalations by resolving delivery issues correctly, quickly, and consistently at first contact. This role is central to Parsel's No Package Left Behind (NPLB) initiative — our commitment to achieving 99.5% delivery reliability.
This role executes policy — it does not define it.
Key Responsibilities
- Handle inbound end-customer delivery tickets with professionalism and urgency
- Execute predefined exception workflows including ghost shipments, stalled/in-transit delays, delivered not received, and more
- Communicate shipment status, next steps, and expectations clearly and consistently to customers
- Escalate issues as required / needed
- Log outcomes accurately to support tracking visibility and reporting
Performance Metrics
- First Response Time (FRT): < 5 minutes during business hours
- SLA Adherence: > 95%
- CSAT: > 4.5 / 5
Qualifications
- 2+ years of customer support experience, preferably in logistics, e-commerce, or SaaS
- Strong written communication skills with ability to convey complex information clearly
- Comfort working with ticketing systems and following structured workflows
- Attention to detail and commitment to accurate documentation
- Ability to remain calm and solution-oriented under pressure
- Empathy for customers experiencing delivery issues
Shift & Schedule
- Working hours: 10:00 AM – 7:00 PM PST (includes a one-hour lunch break)
- Weekend or Alternative Coverage Hours may be required with notice (alternative weekday off when working a weekend shift).
- Holiday Peak Season (Nov–Dec): May require alternative shift coverage with advance notice.
- Coverage flexibility: Occasional shift adjustments may be requested with notice to support team coverage needs.
Compensation and Benefits
- Competitive salary based on experience.
- Opportunities for professional growth and career advancement.
- Collaborative and dynamic work environment.