10502: customer service rep irc500527rio guayalejo norte, no.100, interior bsan pedro garza garcianuevo león66220full time
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 resolve 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
disclaimer: this job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
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 telephones etiquette skills
• must successfully complete the assigned customer service basic courses
• ability to work variable shifts
working conditions:
• office environment
fxf: ops-officefmx fedex freight mexico