Pessoa Representante de Atendimento ao Cliente Jr

FedEx Group; Santo André; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

FedEx Group is seeking a Customer Service Representative for a home office setup to enhance customer satisfaction by managing inquiries related to domestic transport services. The role involves answering calls, recording information, and providing support for shipping documentation. Candidates should possess strong communication skills and a high school diploma, along with at least one year of experience in customer service. Flexibility in working hours and teamwork skills are essential for this position.

Qualificações

• At least 1 year of experience in customer service within a service environment or industry.
• Ability to work from home with a good internet connection (full home office setup).
• Flexible working hours.

Responsabilidades

• Answer incoming calls with courtesy and quality, providing solutions for tracking shipments and scheduling appointments.
• Record call details in the CRM tool for team understanding.
• Provide status updates and perform follow-up activities for domestic packages.
• Assist customers in preparing shipping documentation.
• Help resolve customer complaints and escalate as needed.
• Identify service failures and request refunds.
• Recognize new customer opportunities and open accounts.

Conhecimentos

Excellent communication

Human relations

Telephone etiquette

Problem-solving

Teamwork

Microsoft Office proficiency

Good typing skills

Formação académica

High School diploma

Descrição da oferta de emprego

General job description:

1. Answer incoming calls (domestic transport services) with courtesy and quality, providing solutions and alternatives in accordance with the FEDEX service policy to support customers regarding tracking shipments, opening protocols, scheduling appointments, etc.
2. Record call details clearly and objectively in the CRM tool to ensure understanding among team members for any further action.
3. Provide status updates on current domestic packages and perform basic follow-up activities, monitoring shipments and interpreting tracking updates through the internal CRM system. Prepare internal and external reports as needed.
4. Initiate pickup, delivery, shipment research, rate quotes, and exception requests online.
5. Assist customers in preparing shipping documentation, including guidance on international regulations, shipping requests, and notices related to pickup and worldwide delivery.
6. Help resolve basic customer complaints within established authorities and escalate issues when necessary.
7. Identify service failures and request refunds within established limits.
8. Recognize new customer opportunities, open new accounts, obtain referrals, and send leads to sales.
9. Use FedEx phraseology proactively to ensure 100% customer satisfaction at each transaction.
10. Review daily information on exceptions, delivery system changes, station operations, and service resources to provide accurate and current information to customers.
11. Perform other duties as assigned.

Minimum Requirements:

1. High School diploma.
2. At least 1 year of experience in customer service within a service environment or industry.
3. Excellent communication, human relations, and telephone etiquette skills.
4. Ability to work from home with a good internet connection (full home office setup).
5. Flexible working hours.
6. Teamwork skills.
7. Proficiency in Microsoft Office and PC skills; good typing skills.
8. Problem-solving skills.

FedEx is recognized as a world-class company, known for innovation, a great workplace, and social responsibility, with numerous awards and recognitions.