Customer Service - Call Center

Description de l'emploi

Société: FedEx Express Canada
Titre de l’offre d’emploi: Customer Service - Call Center
Identifiant de demande de poste: RC190081
Famille d'emplois: FXE-CAN : Service à la clientèle en Centre d'appels
Type d'horaire: Temps plein
Type de travailleur: Régulier
Exigences linguistiques: Français (Canada)
Lieux:
6300 Cote de Liesse
Saint-Laurent, Québec H4T1E3
Canada

GENERAL SUMMARY To guarantee and provide a prompt, positive and reliable world-class customer experience to all customers with both FedEx Express and FedEx Ground services on an international and domestic scope. Provides recommendations on all FedEx services and determines best OPCOs to support customer needs. Responds to inquiries with best solutions in a timely and efficient solving manner on every call as measured by Customer Satisfaction. In addition, will be responsible for promoting continued sales and generating potential incremental revenue wherever possible as it relates to both Express and Ground services. Remains current on all features of service, products, automation, and marketing promotion including international customs regulations to provide accurate and up-to-date information. Delivers customer focused solutions with optimum performance for a memorable customer service. Provide outstanding customer service/experience to gain credibility and enhance customer loyalty.


FedEx Express Canada has open Full-time and Part-time Customer Service-Call Center positions at our Ville St. Laurent, Quebec location.


Our people are the foundation of our success. The differentiator in the employment relationship we value with our employees is our open, fair and respectful people practices and our positive work environment.
As a result, FedEx Express Canada has consistently been ranked in the top 50 Best (Platinum) Employers in Canada survey by Aon Hewitt and also placed amongst the 20 most respected brands in Canada

Job Description:
To guarantee a positive customer experience to all customers with both FedEx Express and FedEx Ground services on an international and domestic scope. The incumbent will identify customer needs and provide the best solution. In addition, they will also be responsible for promoting continued sales and generating potential incremental revenue wherever possible as it relates to both Express and Ground services. May be a subject matter expert on all matters pertaining to FedEx Ground shipments. May be the primary contact for all written responses to Contact Us website inquiries and requests for written apologies.

Required Knowledge, Skills and Abilities:
  • College Diploma preferred.
  • Knowledge of FedEx Express and Ground products and services preferred.
  • Knowledge of Canadian Customs regulations preferred.
  • Must be able to operate in a PC Windows environment and achieve minimum thresholds on mandatory testing and training.
  • Excellent interpersonal and verbal communication skills.
  • Good analytical and problem solving skills.
  • Good negotiation skills.
  • Demonstrated ability to handle stress and work in a highly pressured, monitored and changing work environment.
  • Willingness to be flexible and work different schedules and holidays based on business needs.
  • Experience in related global customer service applications preferred.
  • In the province of Quebec, must be bilingual (French and English)

  • ****CUSTOMER SERVICE CLASS STARTS NOVEMBER 4TH, 2019****
    Must be available to attend class from Monday to Friday approximately 8:30am to 4:30pm EST for 4 consecutive weeks.
    ADDRESS: 6300 Cote de Liesse, St. Laurent, QC H4T 1E3
    HOURS DETAILS: Monday-Friday 07h00-18h30 & Saturday-Sunday 07h00-21h00
    WAGE: $ 16.98

    Total Rewards Package:
    FedEx delivers a comprehensive total rewards program with a full spectrum of benefits to meet your diverse needs:
  • Benefit plans: medical, health, dental, orthodontics, vision, etc.
  • Pension plan
  • Education assistance / tuition reimbursement
  • Community involvement: Canadian Blood services; Disaster Readiness, Relief and Recovery
  • Diversity
  • Vacation
  • Discounts: travel & entertainment, health &lifestyle, home & auto and electronics


DÉNI DE RESPONSABILITÉ
Cette description de poste est de nature générale et ne vise ni à présenter un inventaire complet de toutes les fonctions, responsabilités et qualifications exigées des employés affectés au poste ni à être interprétée comme tel. Le titulaire de ce poste doit accomplir toutes les autres tâches pouvant lui être assignées ; doit être capable de réussir les tests et programmes de formation obligatoires ; doit être capable de fonctionner dans un environnement PC / Windows ; doit réussir toute formation récurrente et maintenir les accréditations annuelles nécessaires le cas échéant ; et travailler selon un horaire variable en fonction des besoins de l’entreprise. Le titulaire qui réside dans la province de Québec doit être bilingue (français et anglais). En plus des facteurs habituels faisant partie du processus de sélection, tout candidat à un poste exigeant la conduite d’un véhicule comme compétence de base doit posséder un permis de conduire valide (p. ex. de classe 5, G, ou 1 AZ) et un dossier de conduite affichant un maximum de deux infractions et / ou accidents au cours des 24 mois précédant la date de candidature. Les candidats feront en outre l’objet d’une évaluation basée sur l’examen approfondi : 1) de leur dossier de conduite courant, 2) des résultats de leur entrevue et 3) des résultats de toute évaluation de leurs compétences de conducteur.