LM211: Dedicated Customer Care Representative Senior
hace 1 mes
LM211: Dedicated Customer Care Representative Senior page is loaded LM211: Dedicated Customer Care Representative Senior Apply locations FXE-LAC/MXCUARC/CUARC Cuautitlan time type Full time posted on Posted 5 Days Ago job requisition id RC712398
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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.
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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. View current job opportunities, or search on specific criteria to find jobs that match your interests
RC712398 LM211: Dedicated Customer Care Representative Senior (Open)LM211: Dedicated Customer Care Representative SeniorFull timeParque Logistico San Martin Obispo Park II Calle Barranca Honda final s/n, Lote 2 Zona San Martin Obispo, autopista Chamapa Lecheria 54769 Cuautitlán, MEX MexicoProvide specialized, enhanced, pro-active service to top accounts. Analyze and resolve ongoing service problems for top accounts._x000D_
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Serve as direct contact for top accounts and provide priority assistance for their requests. Respond to customer requests in a timely and efficient manner. Demonstrates independent decision-making abilities to provide quality customer satisfaction to the mutual satisfaction of the customer and FedEx. Communicates corporate guidelines to customers in response to their service concerns. Analyze ongoing trends/problems which affect customer satisfaction and provide feedback for improvement opportunities. Prepare internal and external reports as needed. Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved. Accept calls, assume ownership and ensure follow through for customers seeking assistance from upper management. Within established authorities, determines and authorizes solutions to resolve customer issues. Interfaces with other FedEx (i.e., sales, marketing, ramp, station, etc.) to ensure expeditious resolutions and enhanced customer satisfaction. Advises sales and operations, of geo-political or operational situations which may impact service. Assists customer in preparing all paperwork required for shipments. Communicates documentation requirements for customs clearance. Utilizes onecall specific software programs to access and maintain historical customer data to provide personalized customer services. 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. Interact with Sales Managers to identify needs of top accounts. Assist Global Accounts and International Executive Services with questions/problems through help desk group E-mail.
College degree preferred. Three (3) years experience in customer problem/resolution or two (2) current years as a FedEx call center Customer Representative. Extensive knowledge of COSMOS tracking and IMS, KIAC, FAMIS, ONESOURCE and Window based applications. Must possess a thorough knowledge of FedEx features of service, along with working knowledge of internal FedEx policies and procedures as they apply to trace, claims, FedEx services, etc. Excellent verbal and written communication skills. Ability to interact with upper management. Detail oriented. Proven ability to effective and negotiate sensitive customer issues. Ability to speak and write English required.
TOEIC 600 pts, Excel advance skills , College Degree preferred, Ability to speak with customers
Job Posting End Date:
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