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
Level 1 Customer Support Agent
About Parsel
Parsel is a logistics and operations platform designed to simplify and optimize supply chain processes. By leveraging technology and customer-focused solutions, Parsel helps streamline order management, customer support, and delivery operations.
About the Role
As a Level 1 Customer Support Agent, you’ll be the first point of contact for customers experiencing delivery issues. Your primary responsibility is to resolve delivery-related questions and exceptions quickly, accurately, and professionally, while following established workflows.
This role is especially suited for someone with hands-on knowledge of US last-mile delivery who understands how packages move from fulfillment through final delivery and can confidently explain shipment statuses and next steps to customers.
This role executes established policies and workflows — it does not define them.
Key Responsibilities
- Handle inbound end-customer support tickets related to US package deliveries
- Investigate shipment issues and provide clear, accurate updates to customers
- Understand and interpret common carrier tracking statuses, including:
- In transit
- Out for delivery
- Delivery attempted
- Delivered but not received
- Delayed/stalled shipments
- Lost or missing packages
- Address-related exceptions
- Follow predefined workflows for delivery exceptions, including ghost shipments, stalled/in-transit delays, delivered-not-received cases, and other NPLB scenarios
- Communicate shipment status, next steps, and expectations clearly and empathetically
- Coordinate with carriers and internal teams when additional investigation is required
- Escalate issues appropriately when they fall outside established workflows
- Accurately document customer interactions, shipment details, and resolutions
What We’re Looking For
- 2+ years of customer support experience, preferably supporting US e-commerce, parcel delivery, shipping, or last-mile operations
- Strong understanding of US last-mile delivery and carrier operations
- Experience supporting end customers directly with delivery or shipping-related questions
- Familiarity with major US carriers such as USPS, UPS, FedEx, Amazon Logistics, or similar
- Ability to understand and explain common tracking statuses and delivery exceptions
- Working knowledge of US ZIP codes, shipping zones, delivery routes, and how packages move through the US
- Strong written communication and ability to explain delivery information clearly to customers
- Comfortable working with ticketing systems and structured workflows
- Strong attention to detail and accurate documentation
- Ability to stay calm, empathetic, and solution-oriented when handling frustrated customers
- Experience in general logistics, transportation, or supply chain is a plus
Performance Metrics
- First Response Time (FRT): < 5 minutes during business hours
- SLA Adherence: > 95%
- CSAT: > 4.5 / 5
Shift & Schedule
- Working hours: 10:00 AM – 7:00 PM PST, including a one-hour lunch break
- Weekend or alternative coverage may occasionally be required with advance notice, with an alternative weekday off
- Holiday Peak Season (Nov–Dec): Additional shift flexibility may be required
- Occasional schedule adjustments may be requested to support team coverage
Location
We are open to candidates based in the Philippines or India. We are intentionally maintaining a balanced team across both locations to support consistent coverage and minimize disruptions from local holidays or unexpected events.
Compensation & Benefits
- Competitive salary based on experience
- Opportunities for professional growth and career advancement
- Collaborative and dynamic work environment
Ideal Candidate Profile
The strongest candidates will have a combination of customer service experience + US last-mile delivery knowledge. Someone who has worked directly with customers on US package deliveries, tracking issues, carrier exceptions, and delivery problems is strongly preferred over someone whose experience is primarily in trucking, freight, or B2B logistics.