Lm178: specialty customer representative
join to apply for the lm178: specialty customer representative role at fedex.
involves providing solution support for specialized networks and accounts utilizing various contact platforms such as phone, email, chat, or social media. Lead or senior level positions may handle escalated or more complex issues, coordinate team activities, support supervisors or managers, and support the design, review, and implementation of processes and procedures.
responsibilities
* respond to customer issues using phone, email, chat, or social media. Main focus on u.s. customers.
* provide forward‑thinking solutions for shipment issues to create positive customer interactions.
* utilize interpersonal and rapport‑building skills to promote engagement and demonstrate empathy during difficult interactions.
* analyze ongoing trends and problems that affect customer satisfaction and provide feedback for improvement opportunities.
* provide immediate notification to top accounts when their shipments experience delays or problems, communicating continuously until resolved.
* interact with other functional areas to identify needs of top accounts.
* within established authorities, determine and authorize solutions to resolve customer issues.
* maintain complete customer records and profiles for top accounts to anticipate shipping needs, advise of updates/changes, and initiate follow‑up calls to ensure continued use of fedex products.
* resolve issues documented in covs through internal and external contacts, following up to ensure recommended actions are taken.
* perform other duties as assigned.
minimum requirements
* high school diploma.
* fluent in english (minimum 750 toeic points).
* three (3) years of experience related to customer service in a service environment or industry.
* extensive knowledge of fedex tracking systems.
* excellent written and verbal communication skills.
* detail oriented.
* proven ability to negotiate sensitive customer issues.
* team‑working skills.
* microsoft office and pc skills.
* problem‑solving skills.
* skill at using mental reasoning or research to solve problems.
application instructions
si estás interesado en aplicar, por favor sube un solo archivo en formato pdf que contenga los siguientes documentos:
* currículum actualizado.
* carta de intención.
* imagen del resultado vigente del examen toeic, con un puntaje mínimo de 750 puntos.
este archivo debe ser cargado en el sistema workday, en el campo correspondiente al currículum.
seniority level
* mid‑senior level
employment type
* full‑time
job function
* other
#j-18808-ljbffr