CX Associate

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Provide compassionate assistance to customers regarding tracking inquiries through email and chat.

• Monitor and trace customer shipments across international borders.

• Address shipping issues by utilizing established SOPs while also exercising judgment for unique cases.

• Investigate tracking problems and deliver accurate updates.

• Manage high volumes of tickets, ensuring quality interactions, averaging 175 tickets weekly and up to 250 during peak seasons.

• Collaborate with internal teams for escalations on complex issues.

• Achieve CSAT targets and maintain prompt response times.

• Adapt to changing processes in a dynamic startup environment.

• Identify recurring problems and provide feedback to enhance procedures.

⛳️ Requirements

• Minimum of 1 year of experience in customer-facing positions (experience in customer support at a startup or high-growth company is preferred).

• Excellent written and verbal communication skills in English, characterized by clarity and warmth.

• Ability to adhere to procedures while recognizing when to employ creative solutions.

• Patience when assisting customers who are anxious about their packages.

• Capacity to work efficiently without compromising the personal touch.

• Proficiency with technology and the ability to quickly navigate various systems.

• Ability to excel in environments where processes are continuously evolving.

• Strong desire to learn and progress within a supportive team atmosphere.

🏝️ Benefits

• Opportunity to work in a fast-paced, innovative environment.

• Collaborative team culture that fosters growth and learning.

• Competitive salary and benefits package.