"Involves providing solutions support for specialized networks and accounts utilizing various contact platforms such as phone, email, chat, or social media.
Lead or senior levels of these positions may:
• Handle escalated or more complex issues,
• Coordinate team activities or those of agency contract staff,
• Support supervisor or manager activities,
• Support the design, review and implementation of processes and procedures."
General Job Description
Under limited guidance completes the following tasks:
• Respond to customers issues utilizing various platforms such as phone, email, chat, or social media. Main focus: US customers.
• Provide forward thinking solutions for shipment issues leading to positive customer interactions.
• Utilize interpersonal and rapport building skills to promote customer engagement and demonstrate empathy in handling difficult interactions.
• Analyze ongoing trends/problems that affect customer satisfaction and provide feedback for improvement opportunities.
• Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved.
• Interact with other functional areas to identify needs of top accounts.
• Within established authorities, determines and authorizes solutions to resolve customer issues.
• Maintains complete customer records/profiles for top accounts in order to anticipate their shipping needs and advise them of updates/changes in service and initiates follow-up calls to ensure continued use of FedEx products and services.
• Resolve issues documented in COVs through internal and external contacts. Follow-up to ensure recommended actions are taken.
• Perform other duties as assigned.
Minimum Requirements:
Minimum Education:
• High School diploma
• Fluent in English (750 TOEIC points)
Minimum Experience:
• Three (3) years of experience related to customer service in a service environment/industry
Minimum Required Skills:
• Extensive knowledge of FedEx tracking systems Interpersonal Skills
• Excellent Written & Verbal Communication Skills
• Detail oriented
• Proven ability to effectively negotiate sensitive customer issues
• Team Working Skills
• Microsoft Office & PC Skills
• Problem Solving Skills
• Skill at using mental reasoning or research to gain insight into or solve problems
📌 : Specialty Customer Representative-29 (Ciudad de México)
🏢 Fedex
📍 Ciudad de México
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