LM221:Customer Care Representative

Involves online and telephone contact with external/internal customers within functional area and completing any related administration.

General job description:
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 Requirements:
Minimum Education:
• High School diploma
• Proficiency in English (450 TOEIC points)
• Knowledge of foreign language (other than English)
                                                      
Minimum Experience:
• Two (2) years' experience related to customer service in a service environment/industry                  

Minimum Required Skills:
• 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

Welcome to FedEx Express Latin America and Caribbean Division Employment Opportunities Site!

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:

2020 Fortune’s World Most Admired Companies (14th)

2019 Fortune’s Best Places to Work (15th)

2019 Forbes’s One of the “Best Employers for Diversity”

2020 FedEx LAC included in the GPTW’s Best Workplaces in Latin America Ranking (24th)

2021 FedEx Mexico was included in the GPTW Ranking for 18th consecutive years

2020 FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible

2021 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.

2019 FedEx Uruguay selected by GPTW among the 5 best companies to work for.