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 aBilingual 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 ResponsibilitiesSpecialized 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 (Xico)
🏢 Fedex Express
📍 Xico