LM223: Customer Care Representative Associate

hace 4 semanas

Cuautitlán Méx, México FedEx Group A tiempo completo

Involves online and telephone contact with external/internal customers within functional area and completing any related administration. Associate levels may complete some tasks under guidance and may have responsibility for less complex tasks.

Position Overview:
Perform the following activities under close supervision:
• Answer incoming calls (domestic transportation services) with courtesy and quality, provide solutions and alternatives according to FedEx's service policy, to provide support to customers regarding their needs to track shipments, open protocols, schedule appointments, etc.
• Detail the call log with the CRM tool, with a clear and objective description, to ensure that each case is understood by any member of the team, in case future action is required.
• Provide updates on current domestic parcel statuses and basic tracking activities, monitor parcel movement and interpret tracking updates through the internal CRM system, prepare internal and external reports as needed.
• Start pickup, delivery, shipment search, rate quotes, and required exceptions online.
• Assist domestic customers in preparing documentation for shipments, including assistance in international regulations information, special shipment preparation, and special news related to worldwide delivery and collection.
• Assist in resolving basic customer complaints within established authorities and escalate issues if necessary.
• Determine the existence of service failures and require refunds within established limits• Recognize new customers or additional business opportunities, open new accounts, obtain additional referrals
, and send data to sales.
• Provide customer service using FedEx phraseology proactively to produce 100% customer satisfaction at the end of each transaction.
• Review daily exception information and switch to the shipping system, station operations, service resources, volume, or other related issues to ensure correct, consistent, and up-to-date information is provided to customers on all calls.
• You may be required to perform other assigned activities.

Minimum Requirements:
Minimum Education:
• Preparatoria (certificado)
•450 puntos en toeic vigente

Minimum Experience:
• One (1) year of customer service-related experience in a service environment/industry.

Minimum skills required:
• Excellent human relations, written, verbal and telephone
communication skills• Working conditions at home, with good internet connection (full teleworking)
• Flexible schedules (variable schedules)
• Teamwork
skills• Microsoft Office and computer skills. Good typing skills are required.
• Problem-solving
skills• Computer typing agility (35 words per minute).

Welcome to FedEx Express Latin America and Caribbean Division Employment Opportunities Site

FedEx is widely acknowledged as a world-class company. We are honored and proud to be consistently recognized as a great place to work, a technology innovator and one of the world’s most admired and respected companies.

FedEx is consistently named among the World’s most valuable and admired brands. Some of our recent awards include:

2020 Fortune’s World Most Admired Companies (14th)

2019 Fortune’s Best Places to Work (15th)

2019 Forbes’s One of the “Best Employers for Diversity”

2020 FedEx LAC included in the GPTW’s Best Workplaces in Latin America Ranking (24th)

2021 FedEx Mexico was included in the GPTW Ranking for 18th consecutive years

2020 FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible

2021 FedEx Chile was re-certified with Giro Limpio, a seal from the Agency of Sustainable Energy that seeks to improve the energy efficiency of the ground transportation sector, by reducing fuel consumption and greenhouse gas emissions.

2019 FedEx Uruguay selected by GPTW among the 5 best companies to work for.

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