Involves providing solutions support for specialized networks and accounts utilizing various contact platforms such as phone, email, chat, or social media.
lead or senior responsibilities
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
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 communicate until problem is 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/profiles for top accounts to anticipate their shipping needs, advise them of updates/changes in service, and initiate 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 and verbal communication skills.
detail oriented.
proven ability to effectively negotiate sensitive customer issues.
teamworking skills.
microsoft office and pc skills.
problem-solving skills.
skill at using mental reasoning or research to gain insight into or solve problems.
indicaciones para postulación interna al boletín
currículum actualizado.
carta de intención.
imagen del resultado vigente del examen toeic, con un puntaje mínimo de 750 puntos.
nota: la vigencia del examen toeic es de 2 años a partir de la fecha de aplicación.
este archivo debe ser cargado en el sistema workday, en el campo correspondiente al currículum.
importante: con fundamento en la política 4-15 de oportunidad de carrera del manual de gente de lac: "el hecho de que un empleado no facilite la información completa que demuestre claramente si reúne las calificaciones exigidas en el puesto anunciado puede dar lugar a que no se lo tenga en cuenta."
vigencia del boletín: del 15 al 21 de octubre de *.
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:
* 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.
#j-*-ljbffr