Senior Customer Solutions Specialist

FedEx; Bogotá; Presencial; COP 24.000.000 - 36.000.000; Jornada completa

Descripción de la vacante

FedEx Express Latin America and Caribbean Division in Bogota is seeking a Customer Solutions Representative (Open). This role involves online and telephone contact with external/internal customers within the functional area and completing related administration.

You will provide proactive service to top accounts, analyze and resolve problems, prepare reports, and coordinate with sales, operations and other departments to ensure timely, accurate resolutions.

Formación

• High School diploma required; college degree preferred.
• Proficiency in English at 600 TOEIC.
• Three (3) years experience in customer problem resolution or two (2) current year as a FedEx call center Customer Representative.

Responsabilidades

• Provide specialized, enhanced, proactive service to top accounts.
• Analyze and resolve ongoing service problems for top accounts.
• Serve as direct contact for top accounts and provide priority assistance for their requests.
• Respond to customer requests in a timely and efficient manner.
• Demonstrates independent decision-making abilities to provide quality customer satisfaction.
• Communicates corporate guidelines to customers in response to service concerns.
• Analyze ongoing trends/problems affecting customer satisfaction and provide improvement feedback.
• Prepare internal and external reports as needed.
• Provide immediate notification to top accounts when shipments are delayed or problems occur.
• Continue communication until issues are resolved.
• Accept calls, take ownership, and follow through for customers seeking upper management support.
• Within authorities, determine and authorize solutions to resolve issues.
• Interface with Sales, Marketing, Ramp, Station, etc. for expedited resolutions.
• Advise sales/ops of geo-political or operational issues impacting service.
• Assist customers in preparing paperwork for shipments and customs documentation.

Conocimientos

COSMOS tracking

IMS

KIAC

FAMIS

ONESOURCE

Windows

FedEx policies

Communication

Stakeholder mgmt

Attention to detail

Negotiation

Teamwork

MS Office

Typing

Problem solving

Educación

High School diploma

College degree preferred

Herramientas

MS Office

Descripción del empleo

FedEx Express Latin America and Caribbean Division in Bogota is seeking a Customer Solutions Representative (Open). This role involves online and telephone contact with external/internal customers within the functional area and completing related administration.

You will provide proactive service to top accounts, analyze and resolve problems, prepare reports, and coordinate with sales, operations and other departments to ensure timely, accurate resolutions.