Specialized Customer Solutions Specialist

FedEx Corporation; Ciudad de México; On-site; MXN 300,000 - 420,000; Full time

Job summary

FedEx Corporation in Mexico City seeks a customer service specialist to support US customers across phone, email, chat, and social media. You will resolve shipment issues, build rapport, and communicate with top accounts to ensure satisfaction.

Requirements include a high school diploma, fluent English (TOEIC 750), and 3 years in customer service. Strong FedEx system knowledge and office skills are essential.

Qualifications

• Extensive knowledge of FedEx tracking systems.
• Excellent written and verbal communication skills.
• Detail oriented with strong analytical abilities.
• Proven ability to negotiate sensitive customer issues.
• Strong teamwork and collaboration skills.
• Proficient in Microsoft Office and general PC use.
• Good problem-solving and research skills.

Responsibilities

• Respond to customer issues via phone, email, chat, or social media for US customers.
• Provide forward-thinking solutions for shipment issues leading to positive interactions.
• Build rapport and demonstrate empathy in handling difficult interactions.
• Analyze trends affecting customer satisfaction and suggest improvements.
• Immediately notify top accounts of delays or problems and maintain follow-up until resolved.
• Interact with other functions to identify needs of top accounts.
• Within authority, determine and authorize solutions to resolve issues.
• Maintain complete customer records for top accounts and anticipate shipping needs.
• Resolve issues documented in COVs and follow up on recommended actions.
• Perform other duties as assigned.

Skills

FedEx tracking systems

Interpersonal skills

Written & verbal communication

Detail oriented

Negotiation of sensitive issues

Teamwork

Microsoft Office & PC skills

Problem solving

Analytical thinking

Education

High School diploma

Fluent in English (750 TOEIC points)

Job description

FedEx Corporation in Mexico City seeks a customer service specialist to support US customers across phone, email, chat, and social media. You will resolve shipment issues, build rapport, and communicate with top accounts to ensure satisfaction.

Requirements include a high school diploma, fluent English (TOEIC 750), and 3 years in customer service. Strong FedEx system knowledge and office skills are essential.