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