Customer Service Manager – PT

🕒 Julho 8

🇵🇹 Portugal – Remoto

💵 €50.000 - €60.000 / ano

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

💝 Suporte ao Cliente

👻 Score fantasma 34%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

Candidatar-se

Encontrar Vagas Remotas Similares

Configurar Alerta de Email para Novas Vagas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

Parcelhero

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2014

📦 Logística

🚗 Transporte

💰 Private Equity Round em 2021-11

Logistics • Transport

A ParcelHero é uma empresa de logística especializada em serviços de entrega de encomendas. Ela oferece uma variedade de opções de envio, incluindo entregas no Reino Unido e internacionais, entrega de volumes grandes e serviços para documentos e pacotes. A ParcelHero disponibiliza uma plataforma para comparar preços e prazos de entrega entre diversas transportadoras, como DHL, UPS e FedEx. A empresa tem como objetivo entregar encomendas de forma confiável e eficiente, com recursos como rastreamento de encomendas, comparação de preços e um site fácil de usar.

Descrição

• Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. • Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. • Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. • Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. • Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. • Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. • Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. • Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. • Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.

🎯 Requisitos

• A minimum of 10 years' customer service experience. • A minimum of 7 years' experience in a customer service management role, including direct oversight of large teams (40-50+ direct reports). • Proven experience operating in a fast-paced, high-volume, high-pressure environment. • A decisive, sharp decision-maker with excellent critical thinking and problem-solving skills. • A track record of contributing to process improvement, optimisation, or automation initiatives. • Experience serving both consumer and business customers is an advantage. • A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers. • Excellent communication skills, both written and verbal. • Good levels of diplomacy when dealing with customer queries and complaints. • A minimum typing speed of 40 wpm. • Fluent English, both written and verbal. • Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential.

🏖️ Benefícios

• The chance to join a fast-scaling, highly innovative tech business as it expands into the US and Europe. • A genuine opportunity to shape our technology, processes, and approach as we grow. • Remote-first working - no commute, work from anywhere with a strong connection. • A dynamic and fast-paced work environment. • Opportunities for career growth and development within the company. • Competitive salary with performance-based bonuses. • Comprehensive benefits package, including health insurance, pension schemes, and other perks. • Ongoing professional development and training opportunities.