.involves online and telephone contact with external/internal customers within functional area and completing any related administration.
*general job description*:under general guidance completes the following tasks:- serve as direct contact for targeted accounts and provide priority assistance for their requests.- respond to customer requests in a timely and efficient manner.- prepare internal and external reports as needed.- analyze ongoing trends/problems that affect customer satisfaction and provide feedback for improvement opportunities.- provide immediate notification to top accounts when their shipments experience delays or problems.
continuously communication until problem is resolved.- interact with sales managers to identify needs of top accounts.- accept calls, assume ownership and ensure follow through for customers seeking assistance from upper management.- within established authorities, determines and authorizes solutions to resolve customer issues.- advises sales and operations, of geo-political or operational situations that may impact service.- communicates documentation requirements for customs clearance.- maintains complete customer records/profiles for top accounts in order to anticipate their shipping needs and advise them of updates/changes in service and initiates follow-up calls to ensure continued use of fedex products and services.- assist global accounts and international executive services with questions/problems through help desk group e-mail.- performs claims and complaint handling and escalates issues to more experience team members when needed.- may be required to perform other duties as assigned*minimum requirements*:*minimum education*:- high school diploma- proficiency in english (600 toeic points)- knowledge of foreign language (other than english)*minimum experience*:- two (2) years' experience related to customer service in a service environment/industry*minimum required skills*:- extensive knowledge of fedex tracking systems interpersonal skills- excellent written & verbal communication skills- ability to interact with upper management- detail oriented- proven ability to effectively negotiate sensitive customer issues- team working skills- microsoft office & pc skills - pc typing (35 wpm)- problem solving skills- skill at using mental reasoning or research to gain insight into or solve problemswelcome to fedex express latin america and caribbean division employment opportunities site!Fedex is widely acknowledged as a world-class company.
we are honored and proud to be consistently recognized as a great place to work, a technology innovator and one of the world's most admired and respected companies.fedex is consistently named among the world's most valuable and admired brands