Involves online and telephone contact with external/internal customers within functional area and completing any related administration.*general job description*:under general supervision completes the following activities:- provide specialized, enhanced, pro-active service to top accounts.- analyze and resolve ongoing service problems for top accounts.- serve as direct contact for top accounts and provide priority assistance for their requests.- respond to customer requests in a timely and efficient manner.- demonstrates independent decision-making abilities to provide quality customer satisfaction to the mutual satisfaction of the customer and fedex.- communicates corporate guidelines to customers in response to their service concerns.- analyze ongoing trends/problems which affect customer satisfaction and provide feedback for improvement opportunities.- prepare internal and external reports as needed.- provide immediate notification to top accounts when their shipments experience delays or problems.- continuously communication until problem is resolved.- accept calls, assume ownership and ensure follow through for customers seeking assistance from upper management.- within established authorities, determines and authorizes solutions to resolve customer issues.- interfaces with other fedex (i.e., sales, marketing, ramp, station, etc.) to ensure expeditious resolutions and enhanced customer satisfaction.- advises sales and operations, of geo-political or operational situations which may impact service.- assists customer in preparing all paperwork required for shipments.- communicates documentation requirements for customs clearance.utilizes onecall specific software programs to access and maintain historical customer data to provide personalized customer services.- 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.- interact with sales managers to identify needs of top accounts.- assist global accounts and international executive services with questions/problems through help desk group e-mail.- may be required to perform other duties as assigned*minimum requirements*:*minimum education*:- high school diploma required, college degree preferred.- proficiency in english (600 toeic points).*minimum experience*:- two (2) years experience in customer problem/resolution or one (1) current year as a fedex call center customer representative.*minimum required skills*:- sales experience preffered- must complete the eading, listening, and math sections of the basic skills test.- good written & verbal communication skills- ability to interact with upper management- detailand oriented- proven ability to effectively negotiate sensitive customer issues- team working skills- microsoft office & pc skills - pc typing (35 wpm)- problem solving skills- strong ability in handling objections, difficult clients and experience in problem solving is required.- time management and strong organizational and interpersonal skills.- ability to work variable shifts.- ability to work with limited supervision.no tener cartas de amonestación o desempeñointeresados ingresar currículum, carta de intención y toeic vigente con 600 puntos mínimofedex 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:- * fortune's world most admired companies (14th)- * fortune's best places to work (15th)- * forbes's one of the "best employers for diversity"- * fedex lac included in the gptw's best workplaces in latin america ranking (24th)- * fedex mexico was included in the gptw ranking for 18th consecutive years- * fedex mexico received the cemefi certification for 13th consecutive years endorsing fedex as a company socially responsible- * 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.- * fedex uruguay selected by gptw among the 5 best companies to work for.