LM178: Specialty Customer Representative Senior-6
FedEx · Cuauhtémoc
"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 & Verbal Communication Skills
- Detail oriented
- Proven ability to effectively negotiate sensitive customer issues
- Team Working Skills
- Microsoft Office & PC Skills
- Problem Solving Skills
- Skill at using mental reasoning or research to gain insight into or solve problems