Senior customer service (GB) key account manager

ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we’re a technology-driven company that’s going places, delivering innovative solutions to ensure exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career growth opportunities.

In 2025, we will be rolling out worldwide our new TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders and ship on their own carrier accounts using our cutting-edge shipping platform.

At ParcelHero, we foster a collaborative and innovative culture where every team member's voice matters. We're a fast-paced, remote-first company that values initiative, adaptability, and a strong sense of ownership. If you're someone who thrives in a dynamic, ambitious, and forward-thinking team, you’ll fit right in with us.

Job Description

We’re seeking experienced senior customer service agents to join our priority customer team, a dedicated team that’s responsible for proactively managing our biggest business customers. The successful candidate should have experience working for FedEx, UPS, DHL, or another parcel carrier, and will relish the responsibility and challenge of problem-solving and working to deadlines in a demanding environment that forces you to multitask.

As the first line, face of our company and a key account manager, you should excel in communication and have the ability to build lasting customer relationships through transparent and engaging interactions. A commitment to going above and beyond to exceed customer expectations is essential.

Applicant Criteria

• A minimum of 5 years’ customer services experience for an international parcel carrier such as FedEx, UPS, DHL, or DPD.
• A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers.
• Excellent communication skills, both written and verbal.
• Critical thinking and problem-solving skills.
• A minimum typing speed of 40 wpm.
• Good levels of diplomacy when dealing with customer queries and complaints.
• Fluent English, both written and verbal.

The Detail

• 8:30am to 5pm Mon-Fri (GMT).
• 20 days holiday per year + your birthday off.
• You need a minimum 20 MB broadband line, and your own PC/Laptop and headset.