Pessoa Representante de Atendimento ao Cliente Jr

FedEx; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading logistics company in São Paulo, Brazil, is seeking a customer service representative. The role involves answering calls about domestic transport services, assisting customers with shipment tracking, preparing shipping documentation, and resolving customer complaints. Candidates should have a high school diploma and at least one year of customer service experience, along with excellent communication skills. This position allows for flexible working hours and a full home office environment.

Qualificações

• Excellent human relations, written and verbal communication skills required.
• Conditions to work from home with a good internet connection.
• Flexible work hours are required.

Responsabilidades

• Answer incoming calls regarding domestic transport services.
• Detail the records of calls in the CRM tool for clear communication.
• Provide status updates of current domestic packages to customers.
• Assist domestic customers with shipping documentation and international regulations.
• Resolve basic customer complaints and escalate issues as needed.

Conhecimentos

Communication skills

Problem solving skills

Team working skills

Typing skills

Microsoft Office skills

Formação académica

High School diploma

Descrição da oferta de emprego

Responsibilities

• 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.
• Detail the records of calls in the CRM tool, with a clear and objective description, to ensure understanding of each case by any team member for further action.
• Provide status updates of current domestic packages and basic follow‑up activities, monitoring moving shipments and interpreting tracking updates through the internal CRM system. Prepare internal and external reports as needed.
• Initiate pickup, delivery, shipment research, rate quotes and exception requests online.
• Assist domestic customers in preparing shipping documentation, including assistance with international regulations, shipping request preparation, and special notices related to pickup and worldwide delivery.
• Assist in resolving basic customer complaints within established authorities and escalating issues when needed.
• Determine the existence of service failures and request refunds within established limits.
• Recognize new customers or additional business opportunities, open new accounts, obtain referrals, and send leads to sales.
• Provide customer service using FedEx phraseology proactively to achieve 100% customer satisfaction at the end of each transaction.
• Review daily information on exceptions and changes to the delivery system, station operations, service resources, volume and other related topics to ensure accurate, consistent and current information is provided to customers on all calls.
• May be required to perform other duties as assigned.

Minimum Requirements

Minimum Education

• High School diploma

Minimum Experience

• One (1) year experience related to customer service in a service environment/industry.

Minimum Required Skills

• Excellent human relations, written and verbal communication, and telephone etiquette skills.
• Conditions to work from home, with a good internet connection (full home office).
• Flexible time.
• Team working skills.
• Microsoft Office & PC skills; good general typing skills required.
• Problem solving skills.