Customer Support Agent
Posted 22 days ago
You'll complete your application on Fresh Prints's career site.
About the Role
An expanding organization focused on bespoke collegiate apparel, such as hoodies and shirts, is looking for a remote Customer Support Agent based in the Philippines. You will act as the main liaison for the clientele, managing shipment-related questions with professional urgency. Your focus will be on utilizing established procedures to troubleshoot delivery problems, including lost or late orders, to ensure every student and organization receives reliable service and transparent updates.
Requirements
- You must have a minimum of two years of customer support experience, ideally within SaaS, e-commerce, or logistics.
- You need excellent written communication abilities to clarify complex details for diverse audiences.
- You should be comfortable utilizing ticketing platforms and strictly adhering to defined procedures.
- You must demonstrate a solution-focused mindset, empathy, and the ability to stay calm during challenging delivery situations.
- You require strong attention to detail for precise documentation of all support interactions.
- You must be available to work from 10:00 AM to 7:00 PM PST, with the flexibility to work occasional weekends or holidays during peak periods.
Responsibilities
- You will prioritize and manage incoming delivery-related support tickets.
- You will apply designated workflows to handle stalled items, missing packages, and shipping errors.
- You will provide customers with clear, consistent status updates throughout the resolution process.
- You will maintain accurate logs of all interactions to ensure reporting consistency and escalate complex cases when needed.
- You will aim to achieve a first response time of five minutes or less during your shift.
- You will strive to maintain an SLA compliance rate of over 95 percent.
- You will work toward a customer satisfaction rating of 4.5 or better.
- You will support the organization's overarching standards for delivery reliability.
Benefits & Perks
- You will receive a salary that is competitive and based on your background.
- You will be part of a collaborative, energetic team that provides chances for professional development and advancement.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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