Customer Support Agent

🔥 15 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fresh Prints

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🛒 Retail

🛍️ eCommerce

👥 B2C

Retail • eCommerce • B2C

Fresh Prints is a company specializing in custom collegiate merchandise. They offer a wide range of apparel including hoodies, shirts, sweaters, and sweatpants, catering primarily to college students and organizations such as fraternities and sororities. Customers can customize their garments using Fresh Prints' design tool and upload their own inspirations for a personalized touch. The company operates online and is based out of New York City. They are actively engaged with their community through social media and an interactive blog, and they provide opportunities for students to become campus managers, enhancing their presence in the collegiate community.

📋 Description

• Handle inbound end-customer delivery tickets with professionalism and urgency • Execute predefined exception workflows for ghost shipments, stalled/in-transit delays, delivered-not-received cases, and other delivery issues • Communicate shipment status, next steps, and expectations clearly and consistently to customers • Escalate issues as required • Log outcomes accurately to support tracking visibility and reporting • Meet performance targets: First Response Time under 5 minutes during business hours, SLA adherence above 95%, and CSAT above 4.5/5 • Serve as the frontline executor of customer communication and predefined exception workflows • Support Parsel's No Package Left Behind initiative and 99.5% delivery reliability goal

🎯 Requirements

• 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 • Working hours: 10:00 AM – 7:00 PM PST, including a one-hour lunch break • Weekend or alternative coverage may be required with notice • Holiday peak season alternative shift coverage may be required with advance notice • Occasional shift adjustments may be requested with notice

🏖️ Benefits

• Competitive salary based on experience • Opportunities for professional growth and career advancement • Collaborative and dynamic work environment