Customer service (SE) key account manager

Parcelhero; Roma; Remoto; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

A leading company in parcel delivery is seeking experienced customer service agents for their Priority Customer Team. The role involves managing key accounts, ensuring excellent communication, and exceeding customer expectations in a dynamic, remote environment.

Servizi

20 days of holiday per year plus your birthday off.

Competenze

• Minimum 5 years’ customer service experience.
• At least 1 year with an international parcel carrier.

Mansioni

• Manage relationships with large business clients.
• Provide exceptional customer service and problem-solving.

Conoscenze

Communication

Problem Solving

Critical Thinking

Descrizione del lavoro

ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year and more than 100 remote employees worldwide, we’re a technology-driven company committed to delivering innovative solutions and exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career growth opportunities.

In 2025, we will be launching our new worldwide Transport Management Solution (TMS), Parcelhero Pro. This platform allows retailers to pay a monthly subscription fee to centralise all their orders and ship using their own carrier accounts through our cutting-edge shipping platform.

At ParcelHero, we foster a collaborative and innovative culture where every team member's voice matters. We are a fast-paced, remote-first company that values initiative, adaptability, and a strong sense of ownership. If you thrive in a dynamic, ambitious, and forward-thinking environment, you will fit right in with us.

Job Description

We are seeking experienced customer service agents to join our Priority Customer Team, a dedicated group responsible for proactively managing our largest business clients. The successful candidate will enjoy the responsibility and challenges of problem-solving and working to deadlines in a demanding environment that requires multitasking.

As the first point of contact and a key account manager, you should excel in communication and be capable of building lasting relationships with customers through transparent and engaging interactions. A commitment to exceeding customer expectations is essential.

Applicant Criteria

• A minimum of 5 years’ customer service experience.
• At least 1 year of customer service experience with an international parcel carrier such as FedEx, UPS, DHL, or DPD.
• A friendly and professional demeanor — you should genuinely enjoy interacting with and building relationships with customers.
• Excellent written and verbal communication skills.
• Strong critical thinking and problem-solving skills.
• Minimum typing speed of 40 words per minute.
• Good diplomacy when handling customer queries and complaints.
• Fluent in English, both written and spoken.

The Details

• Working hours: 8:30 am to 5:00 pm, Monday to Friday (GMT)
• 20 days of holiday per year plus your birthday off.
• Contractor role; you are responsible for your own taxes.
• Requirements: minimum 20 MB broadband, your own PC/Laptop, and a headset.