Customer Service Representative Associate

hace 7 días


Cuautitlán Izcalli, México Fedex Lac A tiempo completo
Job Description

This role involves providing specialized, enhanced, proactive service to top accounts as a key point of contact. The Customer Service Representative Associate will analyze and resolve ongoing service problems for top accounts, provide priority assistance for their requests, and respond to customer inquiries in a timely and efficient manner.

Main Responsibilities:

  • Analyze and resolve ongoing service problems for top accounts
  • Serve as direct contact for top accounts and provide priority assistance for their requests
  • Respond to customer requests in a timely and efficient manner
  • Demonstrate independent decision-making abilities to provide quality customer satisfaction
  • Communicate 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 communicate until problem is resolved
  • Accept calls, assume ownership, and ensure follow-through for customers seeking assistance from upper management
  • Within established authorities, determine and authorize solutions to resolve customer issues
  • Interface with other FedEx teams to ensure expeditious resolutions and enhanced customer satisfaction
  • Advise sales and operations of geo-political or operational situations which may impact service
  • Assist customers in preparing all paperwork required for shipments
  • Communicate documentation requirements for customs clearance

Requirements:

  • High School diploma required, college degree preferred
  • Proficiency in English
  • Three (3) years experience in customer problem/resolution or two (2) current years as a FedEx call center Customer Representative
  • Excellent written and verbal communication skills
  • Ability to interact with upper management
  • Detail-oriented
  • Proven ability to effectively negotiate sensitive customer issues
  • Team working skills
  • Microsoft Office and PC skills
  • Problem-solving skills

Estimated Salary: $45,000 - $60,000 per year



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