Pessoa Representante de Atendimento ao Cliente JR

FedEx Group; Santo Antônio do Jardim; Teletrabalho; BRL 20.000 - 40.000; Tempo integral

Resumo da oferta

Join a world-class company known for innovation and social responsibility as a Customer Service Representative. In this role, you'll engage with customers through calls and online interactions, providing essential support for their shipping needs. Your expertise in communication and problem-solving will shine as you assist customers with tracking shipments, preparing documentation, and resolving inquiries. This position offers flexible working hours and the opportunity to work from home, making it an ideal fit for those seeking a dynamic work environment. Be part of a team that prioritizes customer satisfaction and operational excellence.

Qualificações

• At least 1 year of customer service experience in a service environment.
• Ability to work from home with a reliable internet connection.

Responsabilidades

• Answer incoming calls courteously, providing solutions per service policy.
• Record call details in the CRM system for team follow-up.

Conhecimentos

Excellent communication

Telephone etiquette

Team working skills

Proficiency in Microsoft Office

PC skills

Good typing skills

Problem-solving skills

Formação académica

High School diploma

Ferramentas

CRM system

Descrição da oferta de emprego

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

Job Description:

1. Answer incoming calls (domestic transport services) courteously and professionally, providing solutions and alternatives in accordance with FEDEX service policy to support customer needs such as tracking shipments, opening protocols, scheduling appointments, etc.
2. Record call details in the CRM system with clear and objective descriptions to ensure understanding among team members for any necessary follow-up.
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 compliance with international regulations, shipping requests, and special notices related to pickup and worldwide delivery.
6. Help resolve basic customer complaints within established authority levels and escalate issues when necessary.
7. Identify service failures and request refunds within set limits.
8. Recognize new customers or additional business opportunities, open new accounts, obtain referrals, and send leads to sales.
9. Use FedEx phraseology proactively to ensure 100% customer satisfaction at the end of each transaction.
10. Review daily information on exceptions, changes to the delivery system, station operations, service resources, volume, and related topics to provide accurate and current information to customers.
11. Perform other duties as assigned.

Minimum Requirements:

• Education: High School diploma
• Experience: At least 1 year of customer service experience in a service environment/industry.
• Skills: Excellent communication, telephone etiquette, team working skills, proficiency in Microsoft Office and PC skills, good typing skills, and problem-solving skills. Ability to work from home with a reliable internet connection. Flexible working hours.

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