Specialty Customer Representative

Responsibilities

• Respond to customer issues via phone, email, chat, or social media, with a primary focus on US-based customers.
• Provide forward-thinking solutions for shipment issues to ensure positive customer interactions.
• Utilize interpersonal and rapport-building skills to demonstrate empathy during difficult interactions.
• Analyze ongoing trends and problems affecting customer satisfaction and provide feedback for improvement.
• Provide immediate notification to top accounts regarding shipment delays or problems and maintain communication until resolution.
• Maintain complete customer records and profiles for key accounts to anticipate shipping needs and advise on service updates.
• Resolve issues documented in COVs through internal and external contacts, ensuring recommended actions are taken.

Requirements

• High School diploma.
• Fluent in English with a minimum TOEIC score of 750 points.
• Three (3) years of customer service experience in a service-oriented environment or industry.
• Extensive knowledge of FedEx tracking systems.
• Proficiency in Microsoft Office and general PC skills.
• Excellent written and verbal communication skills.
• Strong problem-solving, negotiation, and mental reasoning skills.

About the Company

FedEx is a world-class company, consistently recognized as a technology innovator and one of the world’s most admired and respected brands. We are committed to being a great place to work and a socially responsible organization, earning numerous accolades for diversity, sustainability, and excellence in workplace culture across Latin America and the Caribbean.