Senior Customer Service Representative

hace 2 días

Valle de Chalco Solidaridad, México Fedex A tiempo completo

About the Role:

We are seeking a highly skilled Senior Customer Service Representative to join our team at FedEx Express Latin America and Caribbean Division. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, ensuring their needs are met and exceeded.

Key Responsibilities:

  1. Provide solutions support for specialized networks and accounts utilizing various contact platforms.
  2. Lead or senior levels of these positions may handle escalated or more complex issues, coordinate team activities, support supervisor or manager activities, and support the design, review, and implementation of processes and procedures.

General Job Description:

Under limited guidance, you will complete the following tasks:

  1. Respond to customers' issues utilizing various platforms, with a main focus on US customers.
  2. Provide forward-thinking solutions for shipment issues leading to positive customer interactions.
  3. Utilize interpersonal and rapport-building skills to promote customer engagement and demonstrate empathy in handling difficult interactions.
  4. Analyze ongoing trends/problems that affect customer satisfaction and provide feedback for improvement opportunities.
  5. Provide immediate notification to top accounts when their shipments experience delays or problems, and continuously communicate until the problem is resolved.
  6. Interact with other functional areas to identify needs of top accounts.
  7. Within established authorities, determine and authorize solutions to resolve customer issues.
  8. Maintain complete customer records/profiles for top accounts to anticipate their shipping needs and advise them of updates/changes in service, and initiate follow-up calls to ensure continued use of FedEx products and services.
  9. Resolve issues documented in COVs through internal and external contacts, and follow-up to ensure recommended actions are taken.
  10. Perform other duties as assigned.

Requirements:

  1. High School diploma
  2. Fluent in English (750 TOEIC points)

Preferred Skills:

  1. Extensive knowledge of FedEx tracking systems
  2. Interpersonal Skills
  3. Excellent Written & Verbal Communication Skills
  4. Detail oriented
  5. Proven ability to effectively negotiate sensitive customer issues
  6. Team Working Skills
  7. Microsoft Office & PC Skills
  8. Problem Solving Skills
  9. Skill at using mental reasoning or research to gain insight into or solve problems

What We Offer:

Candidates must add active TOEIC, CV, and intention letter.

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