Shipping and Delivery Support CAP Associate
* Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
* Managed inbound inquiries via email, and live chat, consistently meeting or exceeding customer satisfaction goals.
* Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
* Responded to customer requests for products, services, and company information.
* Issued credits for contested returns, shipping fees and damaged merchandise.
* Conducted regular self-assessments of performance, seeking opportunities to expand skill set through ongoing training and development programs.
* Prevented potential escalations by successfully handling challenging situations with empathy, patience, and diplomacy.
* Improved overall customer experience by proactively identifying areas for process improvement within the support department.
Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume.
* Offered advice and assistance to customers, paying attention to special needs or wants.
* Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls.
* Boosted customer retention rates by providing exceptional support through phone, email, and chat interactions.
