Parcelhero

Customer Support

• 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.

Customer Service Manager

Customer Service Manager – PT

Sales Development Rep

• Initiate outbound calls to potential customers, introducing them to our products/services and gauging their interest.
• Identify and generate new leads through a variety of methods, including outbound emails, social media outreach, and cold calls.
• Assess prospects' needs, decision-making authority, and buying potential, ensuring only high-quality leads are passed on to the sales team.
• Develop and maintain relationships with potential clients by regularly following up on previous conversations to keep prospects engaged.
• Maintain detailed records of interactions and activities in the CRM system, ensuring up-to-date and accurate information.
• Work closely with the Sales and Marketing teams to align on target market strategies, messaging, and lead qualification processes.
• Conduct market research to identify potential new markets, verticals, or opportunities for sales outreach.
• Meet or exceed daily, weekly, and monthly targets for calls, qualified leads, and appointments booked for the sales team.

Parcelhero

Customer Service Manager

Customer Service Manager – PT

Customer Service Manager

Customer Service Manager

Customer Service Manager

Customer Service Manager

Customer Service Manager

Customer Service Manager

Sales Development Representative – SDR

Sales Development Representative, SDR