.Involves online and telephone contact with external/internal customers within functional area and completing any related administration.
Associate levels may complete some tasks under guidance and may have responsibility for less complex tasks.
**General job description**:Under close guidance perform the following activities:- Answers incoming calls (domestic transport services) with courtesy and quality, providing solutions and alternatives, in accordance with the FEDEX service policy, in order to provide support to the customer regarding their needs for tracking shipments, opening protocols, scheduling appointments, etc.- Details the records of calls in the CRM tool, with a clear and objective description, to ensure the understanding of each case by any member of the team, in case further action is required.- Provides status updates of current domestic packages and basic follow-up activities, monitoring the moving shipments and interpreting tracking updates through internal CRM system, prepares internal and external reports as needed.- Initiates pickup, delivery, shipment research, rate quotes and exception requests online.- Assists the domestic customer in preparing shipping documentation, including information assistance international regulations, shipping request preparation, and special notice related to pick up and worldwide delivery.- Assists in resolving basic customer complaints within established authorities and escalates issues when needed.- Determines the existence of service failures and requests refunds within established limits.- Recognizes new customers or additional business opportunities, open new accounts, obtain referrals additional and sends leads to sales.- Provides customer service using FedEx phraseology proactively to produce 100% customer satisfaction at the end of each transaction.- Reviews daily information on exceptions and changes to the delivery system, station operations, service resources, volume and other related topics to ensure accurate information, consistent and current information is provided to customers on all calls.- May be required to perform other duties as assigned.
**Minimum Requirements**:**Minimum Education**:- High School diploma.- Ability to understand English (450 TOEIC points).
**Minimum Experience**:- One (1) year experience related to customer service in a service environment/industry.
**Minimum Required Skills**:- Excellent human relations, written and verbal communication and telephone etiquette skills- Conditions to work from home, with good internet connection (full home office)- Flexible time (variable shifts)- Team Working Skills- Microsoft Office & PC Skills, Good general typing skills are required- Problem Solving Skills- Agile PC writing (35 words per minute).FedEx is widely acknowledged as a world-class company.
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