At FedEx, we connect people, power businesses, and open a world of integral possibilities every day. Behind every successful shipment, there is an extraordinary team making it happen.

Today, we are looking for professionals passionate about problem-solving and empathy to join our team as a Bilingual Customer Experience Specialist.

If you are motivated to make a real difference in people's lives and are looking for stability and growth in a world-class corporate environment, we want to meet you

Main Responsibilities
Specialized Support: Act as the main point of contact for our users in the US market, providing an empathetic, professional, and high-quality service.
Proactively advise users on our services, policies, self-service tools, and the best options for their logistics needs.
Shipment Management: Handle, channel, and follow up on requests related to domestic and international shipping logistics with US customers (receiving approximately 100 interactions per day, back-to-back).
Monitoring and Status: Provide accurate and updated information on transit times, customs requirements,



and package tracking.
Complex Case Management: Act as a facilitator in critical situations (delays, lost packages, or complaints), applying active listening, empathy, offering solutions, and negotiation techniques to transform negative experiences into effective solutions.
CRM Case Documentation: Record each interaction and request in a detailed, accurate, and timely manner in our internal systems.
Compliance with Metrics and Standards: Ensure that all processes are handled and adhere to the company's quality policies, operational guidelines, and customer experience standards.
Job Requirements:
Minimum High School diploma completed (Certificate is mandatory).
Advanced English: (750 points on the TOEIC exam / C1 Level).
Customer service experience.
Required Skills:
Fluent advanced English communication.
Clear and empathetic communication.
Active listening.
Stress management and emotiona

📌 Bilingual Customer Experience Specialist (Ciudad de México)
🏢 Fedex Express
📍 Ciudad de México