Customer Service For a Global Courier Service
The client is an on-demand courier service that purchases, picks up, and delivers products ordered through its mobile app. across Africa, Central America, Europe, Asia, South America and the Caribbean.
As demand for the client’s services increased, they needed a customer
support team to answer customer inquiries & manage orders by phone, chat, email
Due to an increase in demand, the client needed to hire additional customer service agents to manage all customer requests and inquiries via phone, e-mail and chat. They needed a total of 75 new employees, each of whom needed to have at least two years of customer services’ experience and an English proficiency level B2, С1
Pexly had to find and recruit the needed number of candidates within a couple of weeks as requested by client. We were able to recruit 30 candidates for the first stage of the project before the specified deadline, which allowed us to get started on time. However, even though we recruited the candidates, the tough part was only beginning. Pexly worked with the client to train all of the personnel we were bringing on and later, the client entrusted Pexly to handle all of the
training duties for them. Such mutual trust between Pexly and the client laid the foundation for further expansion into the next stage of the project.
- 80 staff members in the Service
- Detailed Knowledge Base & FAQ section
- Full-packed team of management
- WFM platform is developed (for Planning & Reporting as well as monitoring)
- 2 separate, equipped areas – production zones (60 seats) + training zone (15 seats)
- Rapid scalability
Integrating a Customer Support Agent for the Car Rental Company Company Bio The client is a car rental company in Portugal with over 20 years of experience. They offer a wide range of vehicles and services, and are committed to providing their customers with the best...
How to Retain and Motivate a Remote Customer Support Team: Tips from Pexly's Experience In today's increasingly digital world, remote work has become the norm for many businesses, including remote customer support teams. As companies strive to meet the growing demands...
Clients Profile: Companies with low ticket volumes across diverse industries such as travel, retail, telecom, ecommerce, e-learning, and more. Despite lower ticket volumes, these companies still require efficient customer support to address inquiries, provide product...