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Senior Customer Service Representative
hace 2 meses
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 service to our top accounts, resolving complex issues, and ensuring customer satisfaction.
Key Responsibilities- Provide Proactive Service: Analyze and resolve ongoing service problems for top accounts, ensuring timely and efficient resolution.
- Serve as Direct Contact: Serve as the primary point of contact for top accounts, providing priority assistance and responding to customer requests in a timely manner.
- Independent Decision-Making: Demonstrate independent decision-making abilities to provide quality customer satisfaction and resolve complex issues.
- Communicate Corporate Guidelines: Communicate corporate guidelines to customers in response to their service concerns, ensuring alignment with company policies.
- Analyze Trends and Provide Feedback: Analyze ongoing trends and problems affecting customer satisfaction and provide feedback for improvement opportunities.
- Prepare Reports: Prepare internal and external reports as needed, providing insights and recommendations for process improvements.
- Notify Customers: Provide immediate notification to top accounts when their shipments experience delays or problems, ensuring transparency and communication.
- Interface with Other Departments: Interface with other FedEx departments, such as sales, marketing, and operations, to ensure expeditious resolutions and enhanced customer satisfaction.
- Advisory Role: Advise sales and operations teams on geo-political or operational situations that may impact service, ensuring proactive measures are taken.
- Customer Documentation: Communicate documentation requirements for customs clearance, ensuring compliance with regulations.
- Utilize Software Programs: Utilize onecall specific software programs to access and maintain historical customer data, providing personalized customer services.
- Maintain Customer Records: Maintain complete customer records/profiles for top accounts, anticipating their shipping needs and advising them of updates/changes in service.
- Follow-up Calls: Initiate follow-up calls to ensure continued use of FedEx products and services, ensuring customer satisfaction.
- Interact with Sales Managers: Interact with Sales Managers to identify needs of top accounts, ensuring alignment with sales strategies.
- Global Accounts Support: Assist Global Accounts and International Executive Services with questions/problems through the help desk group email.
- TOEIC 600 pts: Possess a minimum TOEIC score of 600 points.
- Excel Advanced Skills: Demonstrate advanced skills in Excel.
- College Degree Preferred: Hold a college degree or equivalent.
- Language Skills: Possess excellent language skills, with the ability to communicate effectively with customers.
