At FedEx, we connect people, power businesses, and open a world of general 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

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