Dedicated Customer Care Representative Senior

Description

"Involves online and telephone contact with external/internal customers within functional area and completing any related administration.
Lead or senior levels of these positions may:
• Handle escalated or more complex issues,
• Coordinate team activities or those of agency contract staff,
• Support supervisor or manager activities,
• Support the design, review and implementation of processes and procedure"

General job description
Under limited supervision performs the following activities:
- Ensure the resolution of customer issues/problems/requests through troubleshooting, research and data compilation via telephone, electronic channels and face-to-face customer visits.   Involves online and telephone contact with external/internal customers within functional area and completing any related administration. Provide in-depth, specialized assistance in the areas of Claims, CRO, BDG, Trace, Customs, etc. 
- Demonstrates independent decision-making abilities to result in the mutual satisfaction of the customer and FedEx while promoting customer goodwill and maintaining the customer base.
- Documents research efforts and findings real-time in COSMOS/ One Source/ CMOD and others as required. Pro-actively identifies service failures, notifies customers and stations and provides assistance to avoid, correct or minimize the adverse effects of anticipated failures.
- Pro-actively identifies service failures, notifies customers and stations and provides assistance to avoid, correct or minimize the adverse effects of anticipated failures.
- Identifies and reports to management existing or potential package or system problems and inconsistencies, such as, service failures, improper operations procedures and security problems. Claims: Investigates cargo claims requests verifying damage/loss.
- Provide coaching and feedback to the Customer Rep Solution teams about the Standard Operations Procedures.
- Be able to perform team leader activities, such as: monitor team KPI´s, quality performance, run reports, develop improvement actions plans and handle escalated cases.
- Act as back up when the manager is not on duty.  
- Tracking & Monitoring Solutions (Including Prevention)
- May be required to perform other duties as assigned

Minimum Requirements:
Minimum Education:
• High School degree/Equivalent. Some college preferred.

Minimum Experience:
Three (3) years related experience.

Minimum Required Skills:
- Excellent Interpersonal Skills
- Written & Verbal Communication Skills
- Team Working Skills,
- Strong Microsoft Office & PC Skills,
- Excellent Problem-Solving Skills
- Spoken and written fluency in local language as well as English as determined by the results of TOEIC exam (600 points).
 

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.