Frontline Delivery Support Agent

Fresh Prints; Philippines; Presencial; PHP 279.000 - 446.000; Jornada completa

Descripción de la vacante

Fresh Prints is hiring a Customer Support Agent in the Philippines to act as the frontline for Parsel delivery inquiries. You will resolve issues at first contact, following predefined workflows, and help maintain Parsel's No Package Left Behind initiative.

You will communicate shipment status clearly, log outcomes for tracking, and support team coverage as needed. The role emphasizes fast response, high SLA adherence, and customer satisfaction with a collaborative, growth‑oriented environment.

Formación

• 2+ years of customer support experience in logistics, e-commerce, or SaaS.
• Strong written communication; ability to convey complex information clearly.
• Experience with ticketing systems and structured workflows.
• Detail-oriented with accurate documentation.
• Calm, solution-oriented under pressure.
• Empathy for customers facing delivery issues.

Responsabilidades

• 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.

Conocimientos

Customer support

Written communication

Ticketing system

Attention to detail

Empathy

Calm under pressure

Descripción del empleo

Fresh Prints is hiring a Customer Support Agent in the Philippines to act as the frontline for Parsel delivery inquiries. You will resolve issues at first contact, following predefined workflows, and help maintain Parsel's No Package Left Behind initiative.

You will communicate shipment status clearly, log outcomes for tracking, and support team coverage as needed. The role emphasizes fast response, high SLA adherence, and customer satisfaction with a collaborative, growth‑oriented environment.