LM221: Customer Care Representative
FedEx
- Cuautitlán, Méx.
- Permanente
- Tiempo completo
Under general guidance completes the following tasks:
- Serve as direct contact for targeted accounts and provide priority assistance for their requests.
- Respond to customer requests in a timely and efficient manner.
- Prepare internal and external reports as needed.
- 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 Sales Managers to identify needs of top accounts.
- 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.
- Advises sales and operations, of geo-political or operational situations that may impact service.
- Communicates documentation requirements for customs clearance.
- 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.
- Assist Global Accounts and International Executive Services with questions/problems through help desk group E-mail.
- Resolve issues documented in COVs through internal and external contacts. Follow-up to ensure recommended actions are taken. Answer phone calls and e-mails to create accounts, completes basic process for onboarding new customers, bookings, and case management.
- Performs claims and complaint handling and escalates issues to more experience team members when needed.
- May be required to perform other duties as assigned
Minimum Education:
- High School diploma
- Proficiency in English (450 TOEIC points)
- Knowledge of foreign language (other than English)
- Two (2) years' experience related to customer service in a service environment/industry
- Extensive knowledge of FedEx tracking systems Interpersonal Skills
- Excellent Written & Verbal Communication Skills
- Ability to interact with upper management
- Detail oriented
- Proven ability to effectively negotiate sensitive customer issues
- Team Working Skills
- Microsoft Office & PC Skills - PC Typing (35 WPM)
- Problem Solving Skills
- Skill at using mental reasoning or research to gain insight into or solve problems