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 emotional resilience.
- results-oriented and problem-solving skills.
- focus and adherence to quality metrics.
- proficiency in technological tools (crm, windows environment, ability to work with multiple applications simultaneously, fast typing speed).

we offer:

- indefinite-term contract and benefits above the law.
- grocery vouchers.
- savings fund, life insurance, and major medical insurance.
- tuition assistance (via reimbursement).
- on-site work at the office for the first 6 months (3 months in training, followed by 3 months working and under performance evaluation).
- after 6 months of on-site work, it is possible to transition to a hybrid model (provided performance metrics are being met): in this model, you will be required to attend the office 2 days a week.

work location:

torre diana, cuauhtémoc, cdmx.

work schedule:

schedule availability is required; the workweek consists of 48 hours:

service window: monday - friday from 6:00 am to 7:30 pm and saturdays from 6:00 am to 4:00 pm.

a shift will be assigned within that range. (availability to work on holidays is required).

*it is not possible to choose your schedule.

we are looking for dynamic people with fluent english, a strong customer experience orientation, and a willingness to develop in a professional, results-focused setting where you will find a pleasant, respectful, and collaborative environment.

*we are recruiting in advance; the start date will be scheduled for late september and october.

please submit your application only if you are interested in this position.

📌 Bilingual customer experience specialist (México)
🏢 Fedex Express
📍 México