Dedicated Customer Care Representative

Description

Involves online and telephone contact with external/internal customers within functional area and completing any related administration. Bookings; Customer Support; Dedicated Account Desk; Enquiries (Ad Hoc); Relationship Management; Tracking & Monitoring Solutions (Including Prevention).

Job Description:
Under general 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
Two (2) years related experience.

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).