LM178: Specialty Customer Representative Senior

Description

"Involves providing solutions support for specialized networks and accounts utilizing various contact platforms such as phone, email, chat, or social media.
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 procedures."

General Job Description
Under limited guidance completes the following tasks:
• Respond to customers issues utilizing various platforms such as phone, email, chat, or social media. Main focus: US customers.
• Provide forward thinking solutions for shipment issues leading to positive customer interactions. 
• Utilize interpersonal and rapport building skills to promote customer engagement and demonstrate empathy in handling difficult interactions.
• Analyze ongoing trends/problems that affect customer satisfaction and provide feedback for improvement opportunities.
• Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved.
• Interact with other functional areas to identify needs of top accounts.
• Within established authorities, determines and authorizes solutions to resolve customer issues.
• Maintains complete customer records/profiles for top accounts in order to anticipate their shipping needs and advise them of updates/changes in service and initiates follow-up calls to ensure continued use of FedEx products and services.
• Resolve issues documented in COVs through internal and external contacts. Follow-up to ensure recommended actions are taken.
• Perform other duties as assigned.

Minimum Requirements:
Minimum Education:
• High School diploma
• Fluent in English (750 TOEIC points)

Minimum Experience:
• Three (3) years of experience related to customer service in a service environment/industry     

Minimum Required Skills:
• Extensive knowledge of FedEx tracking systems Interpersonal Skills
• Excellent Written & Verbal Communication Skills
• Detail oriented
• Proven ability to effectively negotiate sensitive customer issues
• Team Working Skills
• Microsoft Office & PC Skills
• Problem Solving Skills
• Skill at using mental reasoning or research to gain insight into or solve problems

Candidates add active Toeic, CV, and intention letter

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.