Job Description
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...