Position overview:
perform a variety of customer service duties to support fxf mexico operations, responds to customer’s needs including scheduling of pick-ups, service information, tracing of shipments, identification of problems and resolution through available information or transfer to source.
essential job duties/responsibilites:
1. answer call center customer inquiries on service features, delivery and pick-up operational procedures, payment processes, ensuring maximum sensitivity and responsiveness to customer needs, issues, and requirements.
2. provide current shipment information and basic follow-up activity available in computer systems.
3. initiates pick-up, delivery, shipment research, rate quotes, and exception requests.
4. assists and/or resolves customer complaints.
5. provides customer service using fedex phraseology proactively to produce 100% customer satisfaction at the end of every transaction.
6. comply with all applicable laws/regulations, as well as company policies/procedures.
7. liaison between customers & service centers in order to resolve operational issues.
8. provides sales leads to sales employees.
9. perform other duties as required.
qualifications:
* college degree / equivalent & 1 year experience in customer problem / resolution.
* bilingual english/spanish, written & verbal skills.
* good research, problem solving skills with emphasis on operation, credit, billing, collections, tariffs, pricing, rating and general company policy and procedures.
* good negotiating and mediating skills.
* organized with the ability to multi-task.
* motivated with the ability to make independent decisions.
* good computer skills (excel, word and outlook).
* clear and articulate speaking voice.
* excellent human relations, communication, and telephone etiquette skills.
* must successfully complete the assigned customer service basic courses.
* ability to work variable shifts.
working conditions:
office environment.
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