CX Associate

About The Role

As a Customer Experience Associate, you'll be the friendly voice for customers tracking their international packages. This role focuses on helping customers understand where their orders are and resolving tracking-related concerns. You'll follow established procedures while having the autonomy to handle most issues independently, all while contributing to our culture of empathetic, quality-focused support.

What You’ll Do

• Provide empathetic support to customers with tracking-related inquiries via email and chat
• Track and trace customer shipments across international borders
• Resolve shipping concerns using established SOPs while exercising judgment for unique situations
• Research tracking issues and provide accurate updates
• Work efficiently to handle high ticket volumes while maintaining quality interactions (averaging 150 tickets per week, with the ability to handle up to 250 tickets per week d...