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Customer Support Agent

Remote from
Philippines flag
Philippines
Annual salary
Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department
Customer Success
Employment type
Full Time,
Job posted
Apply before
12 Jun 2026
Experience level
Midweight
Views / Applies
14 / 1
About company Share

About Fresh Prints

Custom apparel and promotional products for schools and organizations.

Verified job posting
This job post has been manually reviewed for authenticity and compliance.

AI Summary

Parsel is seeking a Level 1 Customer Support Agent to handle inbound delivery tickets and execute predefined exception workflows. This role is central to the company's No Package Left Behind initiative, aiming for 99.5% delivery reliability. Key responsibilities include resolving issues at first contact, communicating shipment status, and escalating when necessary. The position requires 2+ years of customer support experience, strong written communication, and comfort with ticketing systems. The schedule is weekend-inclusive with Wednesday and Thursday off, and offers opportunities for professional growth.

Job Complexity

Easy Hard
AI Insight This role requires specific logistics knowledge and adherence to strict SLAs (FRT <5 min, CSAT >4.5), but is entry-level with clear workflows, making it moderately challenging.

Salary Analysis

Median
$42,000
US Market
$30,000 – $55,000
AI Insight The salary is not specified in the listing. Based on US market data for customer support agents in logistics, the median salary is approximately $42,000 per year. The offered compensation is likely competitive for a Level 1 role, especially considering the weekend schedule.

Key Skills

Customer Support Logistics Ticketing Systems Communication Problem Solving Attention to Detail SLA Adherence Empathy Escalation Management Documentation

Dear Hiring Manager,

I am excited to apply for the Customer Support Agent position at Parsel. With over two years of experience in customer support within the logistics and e-commerce sectors, I have developed strong skills in handling delivery issues and communicating clearly with customers. I am particularly drawn to Parsel's No Package Left Behind initiative and am confident in my ability to resolve issues quickly and accurately at first contact.

In my previous role, I consistently met SLA targets and maintained high CSAT scores by following structured workflows and documenting outcomes precisely. I thrive in fast-paced environments and remain calm under pressure, ensuring that every customer interaction is handled with empathy and professionalism. I am comfortable working weekends and am flexible with shift adjustments during peak seasons.

I look forward to the opportunity to contribute to Parsel's operational excellence and would be thrilled to bring my dedication to your team. Thank you for considering my application.

Sincerely,
[Your Name]

Can you describe a time when you had to handle a difficult customer who was upset about a delayed delivery? How did you resolve the issue?
In my previous role, a customer was frustrated because their package was stuck in transit for several days. I listened empathetically, apologized for the inconvenience, and explained the steps we were taking to locate the package. I provided a clear timeline for follow-up and ensured the customer received regular updates until the package was delivered. The customer appreciated the transparency and left positive feedback.
How do you prioritize tasks when handling multiple customer tickets simultaneously?
I prioritize based on urgency and impact. Tickets with impending SLA deadlines or high-value customers are addressed first. I also use ticketing system features like sorting by age and status to manage my queue efficiently. I ensure that all tickets receive a timely initial response within the required FRT.
This role requires working weekends and occasional shift adjustments. How do you maintain work-life balance with a non-traditional schedule?
I plan my personal activities around my work schedule and ensure I get adequate rest. Having consistent days off (Wednesday and Thursday) allows me to run errands and spend time with family. I also communicate with my team to coordinate coverage when needed.
Can you explain the importance of accurate documentation in customer support? Provide an example of how you ensured accuracy.
Accurate documentation is crucial for tracking issues, identifying trends, and preventing escalations. In my last job, I double-checked all case notes before closing tickets, ensuring that every action taken and customer response was recorded. This helped the team analyze recurring problems and improve processes.
How would you handle a situation where a customer's package is marked as 'delivered' but they claim not to have received it?
I would first apologize and empathize with the customer's frustration. Then, I would follow the predefined 'delivered not received' workflow, which typically involves checking GPS coordinates, asking the customer to check with neighbors or building management, and if necessary, initiating an investigation with the carrier. I would keep the customer informed at each step until the issue is resolved.

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 EST (includes a one-hour lunch break)
  • Working days: This is a weekend-inclusive role. You will work weekends (Saturday and Sunday) as part of your regular schedule, with Wednesday and Thursday as your weekly off days.
  • 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.

Apply now >

Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›

This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.

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