CX Associate

📋 Description

• 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
• Collaborate with internal teams when escalation is needed for complex issues

🎯 Requirements

• 1+ years of experience in customer-facing roles (customer support at a startup or high-growth
• Genuinely care about helping customers receive their packages and reducing their anxiety
• Communicate clearly and warmly in written and verbal English
• Can follow procedures while knowing when to think outside the box
• Patient with frustrated customers waiting for their packages
• Work efficiently without sacrificing the personal touch

🎁 Benefits

• Be part of a supportive team that has each other's backs during challenging times
• Value quality over speed, thoughtful problem-solving over quick fixes, and genuine customer
• Work in a role where empathy and initiative are valued and your work directly impacts both