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 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.

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