Senior Specialty Customer Solutions Specialist

FedEx

Chihuahua

On-site

MXN 180,000 - 300,000

Full time

6 days ago

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Job summary

FedEx Express Latin America and Caribbean Division in Mexico City is seeking a Specialty Customer Representative to handle US-based customer inquiries and provide shipment issue resolutions across multiple channels. The role is full-time and on-site, located in Mexico City.

The ideal candidate has a High School diploma, English fluency (750 TOEIC), and at least 3 years of customer service experience, with strong knowledge of FedEx tracking systems and solid communication and problem-solving

Qualifications

High School diploma is required.
English fluency (750 TOEIC) required.
Minimum 3 years of customer service experience.
Extensive knowledge of FedEx tracking systems.
Excellent written and verbal communication.
Detail oriented with strong problem-solving skills.
Ability to negotiate sensitive customer issues and work in a team.

Responsibilities

Respond to customers through phone, email, chat, or social media, primarily US customers.
Provide forward-thinking solutions for shipment issues to ensure positive interactions.
Use interpersonal skills to engage customers and demonstrate empathy.
Analyze trends affecting customer satisfaction and suggest improvements.
Notify top accounts immediately when shipments delay or encounter issues and follow up.
Collaborate with other teams to identify needs of top accounts.
Within authority, authorize solutions to resolve issues.
Maintain complete customer records for top accounts and update them as needed.
Resolve issues documented in COVs and ensure actions are taken.
Perform other duties as assigned.