LM221: Customer Care Representative

hace 3 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.

Descripción de Puesto General:
Bajo supervición general realiza las siguientes tareas:
• Funciona como contacto directo para cuentas especiales y brindar asistencia prioritaria para sus solicitudes.
• Responde a las solicitudes de los clientes de manera oportuna y eficiente.
• Prepara informes internos y externos según sea necesario.
• Analiza tendencias/problemas actuales que afectan la satisfacción del cliente y brinda retroalimentación para oportunidades de mejora.
• Proporciona notificaciones inmediatas a las principales cuentas cuando sus envíos experimentan retrasos o problemas. Mantiene comunicación continua hasta que se resuelva el problema.
• Interactua con los Gerentes de Ventas para identificar las necesidades de las cuentas principales.
• Acepta llamadas como propias y garantizar el seguimiento de los clientes que buscan asistencia de la alta dirección.
• Dentro de las autoridades establecidas, determina y autoriza soluciones para resolver los problemas de los clientes.
• Asesora a ventas y operaciones de situaciones geopolíticas u operativas que puedan impactar el servicio.
• Comunica los requisitos de documentación para el despacho aduanal.
• Mantiene registros/perfiles de clientes completos para las cuentas principales a fin de anticipar sus necesidades de envío y asesorarlos sobre actualizaciones/cambios en el servicio e inicia llamadas de seguimiento para garantizar el uso continuo de los productos y servicios de FedEx.
• Da asistencia a cuentas globales y servicios ejecutivos internacionales con preguntas/problemas a través del correo electrónico de mesa de ayuda.
• Resuelve problemas documentados en COV a través de contactos internos y externos. Da seguimiento para garantizar que se tomen las medidas recomendadas. Responde llamadas telefónicas y correos electrónicos para crear cuentas, completa el proceso básico para incorporar nuevos clientes, reservas y gestión de casos.
• Realiza el manejo de reclamos y quejas, y escala los problemas a miembros del equipo con más experiencia cuando es necesario.
• Es posible que deba realizar otras tareas que se le asignen

Requisitos mínimos:
Nivel mínimo de estudios:

• Preparatoria terminada o equivalente.
• Dominio de Inglés 600 puntos TOEIC.
• Conocimiento preferente de idioma extranjero (que no sea inglés)

Experiencia Mínima:
• Dos (2) años de experiencia relacionada con el servicio al cliente en un entorno/industria de servicios

Habilidades mínimas requeridas:
• Amplio conocimiento de los sistemas de rastreo de FedEx
• Habilidades interpersonales
• Excelentes habilidades de comunicación verbal y escrita
• Capacidad para interactuar con la alta gerencia
• Orientación al detalle
• Capacidad comprobada para negociar con eficacia los problemas sensibles de los clientes
• Habilidades de trabajo en equipo
• Habilidades de Microsoft Office y PC - Escritura en PC (35 palabras por minuto)
• Habilidades para resolver problemas
• Habilidad para utilizar el razonamiento mental o la investigación para comprender y resolver problemas

600 PUNTOS DE TOEIC

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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