"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