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10502: Customer Service Rep I

FMX FedEx Freight Mexico · FXF, Mexico

Customer SuccessEntry LevelExternal listingfull-time17 days ago

About The Role

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-OFFICE

FMX FedEx Freight Mexico

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