LM582:Employee Solutions Representative Associate

FedEx Group; Ciudad de México; Presencial; MXN 550.000 - 774.000; Jornada completa

Descripción de la vacante

FedEx Group's Employee Solutions Contact Center is seeking a Tier 1 support associate to assist FedEx employees. The role blends payroll and HR expertise with customer service across multiple channels, focused on a US-focused service.

Under supervision, you will respond to inquiries, maintain detailed records, and act as a liaison between employees, payroll, HR and other departments to ensure data accuracy and timely service.

Formación

• High School diploma or equivalent; some bachelor’s degree preferred.
• Spoken and written fluency in local language as well as English.
• 0–1 year experience in customer service or payroll/HR support.
• Ability to operate multiple software applications and communicate clearly.

Responsabilidades

• Provide Tier 1 support to FedEx employees across channels.
• Respond to inquiries using scripts or SOPs; escalate when needed.
• Maintain accurate records of customer interactions and transactions.
• Serve as liaison between employees, payroll, HR and other departments.

Conocimientos

Communication

Multitasking

Payroll inquiries

Problem solving

Educación

High School Diploma or equivalent

Some bachelor’s degree preferred

Descripción del empleo

This position is a part of the Employee Solutions Contact Center with the primary focus of providing Tier 1 support to FedEx employees. This position combines elements of payroll and HR expertise, requiring individuals to be proficient in those areas while servicing customers and ensuring a positive experience across multiple channels. This is a US-focused position.

Under general supervision performs the following activities:

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Communication: Communicate clearly and effectively with customers.
• Inquiry resolution: Responds to employee inquiries using call scripts or standard operating procedures, and/or escalates more complex cases to the appropriate business area for resolution.
• Maintain records: Maintain accurate and detailed records of customer interactions and transactions.
• Adhere to compliance: Act as the liaison between employees, payroll, HR and other departments, ensuring data accuracy, timeliness, compliance with service level agreements, applicable policies, laws and regulations.
• Perform other duties as assigned

Minimum Education

• High School diploma or equivalent education. Some bachelor’s degree preferred
• Related experience may offset degree requirements and related education/degree may offset experience requirements.
• Spoken and written fluency in local language as well as English as determined by the results of TOEIC exam (750 points).

Minimum Experience

0 - 1 year experience in customer service, back Office information systems support, payroll or human resources.

Knowledge, Skills and Abilities

• Strong communication skills, both verbal and written.
• Demonstrated ability to adapt to change and navigate multiple software applications simultaneously.
• Ability to manage and accurately process payroll inquiries for a high-volume service environment.
• Strong problem-solving abilities to identify issues and provide effective solutions in a timely manner.