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PA
Customer Experience Associate - LATAM
PassportRemote, LATAMRemotefull_timeVerifiedPosted 25 Jul 2023
About the role
About Passport:
Passport is reinventing cross-border e-commerce logistics as the modern international shipping carrier of choice for eCommerce (customers include Bombas, Native, Ritual, Seed.com). By combining our proprietary asset light network along with technology and customer support, we ensure that consumers around the world receive their packages without the hassle and pain that is typically associated with international shipping.
We’re a growing, ambitious team looking to upend the trillion-dollar international parcel shipping industry through a world-class experience. At Passport, you will have the opportunity to work with some of the biggest e-commerce merchants in the world and think strategically on how to add value to their international business. See this TechCrunch (https://tcrn.ch/2TKQ4eO) article to understand why brands love us.
About the Role and what you’ll do…Answer at least 30 customer inquiries per day within our inboxes and chat on ZendeskRespond to customers within our SLAs, and strive to beat the clock! Engage our users proactively to uncover success themes and concerns, and create action plans, if appropriate Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Competitive cash and equity packages- Travel & Expenses funds for company events- 100% remote work environment #LI-Remote- Flexible PTO- Themed happy hours - bring on the Zoom comedians, pop-a-shot contests, and sip ’n paints!- Quarterly team (virtual) gatherings and annual team offsites- Learning & Development Fund for upskilling or products to improve your day-to-day work life- Teammates around the world in 8 different time zones!
Passport is reinventing cross-border e-commerce logistics as the modern international shipping carrier of choice for eCommerce (customers include Bombas, Native, Ritual, Seed.com). By combining our proprietary asset light network along with technology and customer support, we ensure that consumers around the world receive their packages without the hassle and pain that is typically associated with international shipping.
We’re a growing, ambitious team looking to upend the trillion-dollar international parcel shipping industry through a world-class experience. At Passport, you will have the opportunity to work with some of the biggest e-commerce merchants in the world and think strategically on how to add value to their international business. See this TechCrunch (https://tcrn.ch/2TKQ4eO) article to understand why brands love us.
About the Role and what you’ll do…Answer at least 30 customer inquiries per day within our inboxes and chat on ZendeskRespond to customers within our SLAs, and strive to beat the clock! Engage our users proactively to uncover success themes and concerns, and create action plans, if appropriate Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
About You
- 1-3 years of relevant work experience in customer support/service
- Passion for making customers happy
- Strong investigative skills to see past the symptoms and do root-cause analysis
- Highly organized and energized by getting things done and excellent at multitasking
- Deep user empathy and an uncompromising commitment to delivering a delightful customer experience
- You are a quick, eager, and proactive learner, and take initiative to promptly resolve and learn from challenges
- PLUS: You have experience using Zendesk
- Competitive cash and equity packages- Travel & Expenses funds for company events- 100% remote work environment #LI-Remote- Flexible PTO- Themed happy hours - bring on the Zoom comedians, pop-a-shot contests, and sip ’n paints!- Quarterly team (virtual) gatherings and annual team offsites- Learning & Development Fund for upskilling or products to improve your day-to-day work life- Teammates around the world in 8 different time zones!
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